Right Hand, Meet the Left

KateLynninAZ · ‎01-06-2011

How is it a company can have a sister division that appears to have no issues with their 'free exchange' policy, yet QVC, who says "FREE EXCHANGES" multiple times in nearly every presentation cannot get it right?

I ordered a D&Co pair of pants on January 24, 2026. The item was priced at $30.99 and was on free shipping.

Upon receipt, the pants were too short and being cotton, I opted for a larger size which was noted. It was to be an EXCHANGE for the same color, larger size, and regular length.

Shockingly, there was a replacement available after having to wait for the return timeframe and I received the replacement pants in the requested size and length. The problem, though, is there was a new order receipt in the bag. In looking at my account, the original pair I was charged a $6.95 return fee based on the "return", the pants are now being billed at a price of $32.99 and I was charged a $3.50 additional shipping fee. All of this should have been zero based on the repeated "we offer FREE exchanges".

On HSN, you receive an item, try it on, make your decision. Too small, you look online and if there is a size you want, you click an exchange button and they immediately ship out the new size to you while you ship the existing back within a timeframe. I've never had an issue when I have done this with them and it gives the consumer the ability to have an item in a relatively streamlined timeframe.

QVC, however, thinks that by having you write in the new size, etc., and then waiting on UPS or USPS to eventually get the item back to them (typically a 2-3 week window that can go over a month) that this is 'value' and 'convenience' and this is some sort of perk. It's not.

Instead it's irritating, annoying and lacks in common sense. Anyone who shops somewhat regularly with QVC knows if you truly want it, you go in and suffer $10 in shipping ($6.95 return + $3.50 for new item). Macy's provides consumers free shipping based on purchase amounts from prior year. Other retailers, no shipping charges if you spend 'x' dollars on the order. QVC . . . are you seeking to go out of business or are you going to look at the reality of the options consumers have and update your business model? Your expectations on costs and what you expect of the consumer is a lack of VALUE. Your Board members need to realize their greed for profitability will be the demise of the company.

Desertdi · ‎03-13-2010

Some young people have NO INTEREST in their job...

Left hand holds cell phone...right hand is scrolling You Tube

♥Surface of the Sun♥

Poohbear52 · ‎07-12-2024

@KateLynninAZ, l know you went for a different size, but did you go from a petite to a regular length? The reason I asked is because I was told that I could exchange a petite for a petite, a regular for a regular, or a tall for a tall in a different color or size, but I couldn't exchange a petite for a regular or tall because they are different product numbers. Unless you were sent the wrong item or the item has been damaged somehow, then it's free returns and/or exchanges. If I'm wrong about what you ordered, or they changed their policy since I was told that, then I'm sorry and it should be free all the way round and I would be annoyed too. I've had it where I wanted an exchange and they refunded me my money and charged me for shipping it back. I then always call to correct the problem.

Tinkrbl44 · ‎08-23-2010

How is it a company can have a sister division that appears to have no issues with their 'free exchange' policy, yet QVC, who says "FREE EXCHANGES" multiple times in nearly every presentation cannot get it right?

@KateLynninAZ

First ... welcome!

Second ... HSN and QVC are sister divisions because they are owned by the same parent company. Starting out years ago, they didn't have the same executives, procedures and everything else similar. One company was in Florida, the other is still in PA. HSN has since moved.

Procedures were put in place and new ones established, as needed, with no regard for the other company.

Retail companies have a LOT of moving parts. If one important change has to be made, it affects many departments and other procedures.

Change is never easy. It's complicated ... for a lot of different reasons.

I've never exchanged anything with either QVC or HSN. I'm sure those who have made exchanges can give you better feedback than I can. Also, the QVC Social Team can be a real lifesaver.

Good luck with your exchange issue.

Tink.

Spacrazy · ‎12-14-2018

@KateLynninAZ I feel your pain... regardless of how many years I have dealt with the Q I still at times feel as though their terms are so convoluted. This leaves me buying less and less.

Zhills · ‎11-15-2011

@Desertdi wrote:
Some young people have NO INTEREST in their job...

Left hand holds cell phone...right hand is scrolling You Tube

So true! And if they can post a photo on FB they are experts!

shoekitty · ‎03-10-2010

I realize it may be QVC policy of free exchanges for same item item. You can change color or size in clothing, but not length. I know this. But it is a horrible policy. You ought to be able to exchange for any size, color or length, same item, same price. I also realize this is too much for QVC, because they don't have the computer ability to exchange petite for regular or tall. It amazes me how a company so big, and at one time a leader in the industry doesn't something with their archaic shipping charge policy. They should have flat fee or no fee, free exchanges for same amount. But that won't happen. They are just beyond in the ice age. There is hardly a business model in the industry that does this

“sometimes you have to bite your upper lip and put sunglasses on”….Bob Dylan

San Antonio Gal · ‎05-18-2017

@KateLynninAZ - Was your original order for a short inseam and then you changed it to a regular inseam?

Your exchange has to be for the same item in a different size to get the free shipping.

Poohbear52 · ‎07-12-2024

@shoekitty, I agree with you about that, 100%! I'm not saying it's a good policy, I'm just telling @KateLynninAZ what I was told about how QVC handles free exchanges for the different lengths. Maybe they should do what they do for medium and wide width shoes, use the same product number, but put a P, R or T next to the sizes to represent the lengths so it could be an easy free exchange for us. Just a thought.