Beware! 30 day mbg doesn't really exist.

[shopperholic]

I've been a shopper, or was, since day one and for the first time I've had my account suspended. I used to buy loads until a few years ago, basically because I can find things much cheaper elsewhere with free p&p. The reason it's suspended is because out of the last five things I ordered, three went back, one was faulty, one was used and one was the wrong thing that was sent out. Don't get me wrong, I'm not in the least bit bothered but lying about 30 mbg live on air is out of order. I had a phone call asking me if I'd like to discuss it, I said no thanks, I'm quite happy with it being "temporary" suspended, in fact I'd actually like it closed............so every cloud eh :mysmilie_14: Edited, when I say one was used, I ordered two Baremineral sets for my friends twin daughters turning sixteen, when asked why did I return both not just one, I told her I very well couldn't give one without the other or give one a new one and the other one that was used.

 

[maymorganlondon]

They don't even deal with it under their FAQs... which they really should.

It's not right that they make no distinction between your decision that you've changed your mind about a purchase, and QVC having cocked up by sending out the wrong item, or sending out a faulty item.

 

[shopperholic]

They don't even deal with it under their FAQs... which they really should.

It's not right that they make no distinction between your decision that you've changed your mind about a purchase, and QVC having cocked up by sending out the wrong item, or sending out a faulty item.

They say they do, but thy don't. The woman was gobsmacked when I said I don't want to discuss lifting the suspension, for the amount I buy from QVC now I really wouldn't give her the satisfaction. I'll still watch now and again because I get some ideas, like today for example I liked the look of the Leitz iPad holder and stylus but it was £27 £3.95 on QVC so I bought it from Amazon, £10 holder, £7.89 stylus free p&p :mysmilie_14:

 

[Loveinamist]

It just isn't on is it. In fact it is a joke. How they can offer a service that is not monitored to determine the reasons for return is beyond me. Shooting themselves in the foot again, they need to keep all the customers they have/can get, surely. Judging by the dire TSV's, overly repetitive products and cringeworthy hard sell by some, they do not do market research, or care in my estimation. Glad you are ok with it S.

 

[maymorganlondon]

They appear to have a burgeoning customer alienation department. I have no doubt they can quickly achieve number 1 spot, if they put their minds to it!

I was very struck, looking at the FAQs that nothing which could paint the experience of shopping with QVC is mentioned.

No mention of "why is my review rejected", no mention of "why is my account suspended"...

 

[shopperholic]

It just isn't on is it. In fact it is a joke. How they can offer a service that is not monitored to determine the reasons for return is beyond me. Shooting themselves in the foot again, they need to keep all the customers they have/can get, surely. Judging by the dire TSV's, overly repetitive products and cringeworthy hard sell by some, they do not do market research, or care in my estimation. Glad you are ok with it S.

Thanks Liam, yeah I'm ok. :mysmilie_508:

 

[Breeze]

That's absolutely ludicrous, appalling really that you should be penalised for returning the items you describe.
They are so wrong on all counts. What happened to the Sale of Goods Act? Fit for purpose & all that. Absolutely disgusting

 

[boffy]

a shop would not suspend your account. even mail order catalogues allow you to return as much as you need. qvc are odd with the mbg

 

[shopperholic]

They said they'd tried to get in touch too which they hadn't, I answered every time it rang and they're were no messages so left, so please be aware that if you want to continue to shop with QVC watch your returns rate, no mater why the reason it's going back because they're cracking down hard now, to me it's just another sign that sales are dropping.

 

[donna255]

a shop would not suspend your account. even mail order catalogues allow you to return as much as you need. qvc are odd with the mbg

Believe it or not in the US some of the big department store do check customers returns and will ban them if too much returned. Most Americans still pay by cheque so seems its easier to check. Read this on the QVC US forum ages ago, a woman who worked for Saks or Neiman said it happened.

I doubt QVC care about us anymore. Heard Dale said on air yesterday they had 12,000 new customers this month.

 

[thatu]

No, they don't give a toss about anything except profit and if that means taking on 12,000 new one-time customers and losing 500 old ones, so what is their attitude. But if they have a MBG it should be exactly what it says - money back after 30 days. They've got the control and by fair means or foul they'll use it. The only time I'd miss buying off them is the VERY occasional bargain like the 3 The Sak bags I've just bought, saving £30, which you eventually pick up on ebay anyway.

 

[shopperholic]

Believe it or not in the US some of the big department store do check customers returns and will ban them if too much returned. Most Americans still pay by cheque so seems its easier to check. Read this on the QVC US forum ages ago, a woman who worked for Saks or Neiman said it happened.

I doubt QVC care about us anymore. Heard Dale said on air yesterday they had 12,000 new customers this month.

May have had 12,000 new customers but they may only buy once, not like the people who started with them 21 years ago, where over time it became a habit and complacency took over, you automatically shop with them. That was me up to about 18 months ago were the more I checked the more I found cheaper elsewhere so now I get ideas from QVC things I didn't know were out there, then toddle off and buy them cheaper elsewhere with free p&p. Their 30mbg is becoming old news now as many offer it, as for refunds QVCs are 14 days, Amazon will refund you once they know your return is picked up and on its way, now that's great Customer Service.

 

[louise66]

Don't watch or buy much but, having returned items I have not been completely satisfied with, I have always been able to rely on yhe QVC guarantee, and returns procedure.

 

[shopperholic]

Don't watch or buy much but, having returned items I have not been completely satisfied with, I have always been able to rely on yhe QVC guarantee, and returns procedure.

I don't doubt it, but I get that same level of service with IW and Amazon, actually that's not true I get 100% better service with Amazon as for IW you get a fourteen day mbg, it doesn't take me that long to decide if I'm keeping my product anyway so paying for a 30 day mbg is just a waste of money for me. As for the "free phone number" it's not free at all, at least with IW I only pay if I need the call, not pay anyway even if I don't, and Amazon ring you back straight away. To me a QVC is totally outdated and most definitely on its way out, but that's just my opinion.

 

[Moth]

I hate to always be moaning but I used to love QVC as I'm mainly house bound and can't shop on the DHS. I am now so fed up with it that I've come to the decision to stop watching. All I do is end up screaming at the telly, which I'm sure is doing no good for my health! I'm fed up seeing so many hours of the same things - Yankee Candles, Richard Jackson, crappy "fashion" and overpriced beauty slop. I can find everything I want elsewhere for better prices and better service (For example, it has taken QVC a week just to register an item as returned whereas everyone I shop with would have had the money back in my bank by now) and without having some egotistical self-serving megaphone shout down to me first. I got their account closure threat as well, a few months ago, but now I'm sure I'd be better off without it. They wanted me to call to discuss it - at my cost! - but I just ignored it. They can shove that where the sun doesn't shine!

 

[DunmowDizzy]

I would rather have free postage and no MBG too and agree it is not as advertised. I have been QVC shopping for around 18 months and spent many thousands on my numerous purchases most of which are beauty items. I've only sent back less than a handful of items despite being less than pleased with some but having other priorities than saving packaging and following the returns procedure. I think the only beauty item I ever returned was elemis bliss capsules which I used for around twenty days and then returned as I didn't feel it fit in with other products I prefer using. I was shocked to get a snotty letter telling me that I had used 'more than a sample'. This is not what they advertise on TV that you can only sample the product they tell you to make full use of the 30 days to try the product. I've even heard them say you can send back an empty bottle. I'd rather not have a MBG and take my chance and pay a competitive price which I do if I can find the products I want elsewhere.

 

[candycane]

I have noticed it is taking them longer and longer to refund money. I better watch because recently I have insisted on a refund for plants that died, returned a pair of plastic Birkenstocks that weren't nice and I'm about to return a box of plants that arrived as a pile of slime. I have in the past returned beauty items nearly empty and never had a letter or phone call - don't they always says "try it for 3 weeks and see"? Just let them even DARE suggest suspending my account and there'll be hell to pay considering the amount of money I have spent with them from day one and the very few returns I have made overall compared to the amount I have kept.

CC's daily rant

 

[Mazza]

They don't even deal with it under their FAQs... which they really should.

It's not right that they make no distinction between your decision that you've changed your mind about a purchase, and QVC having cocked up by sending out the wrong item, or sending out a faulty item.

Yes I have posted this view before on an earlier thread. It is outrageous that they class a return through a change of mind in the same category as a defective item or a wrong item. I think I would go ballistic if they did that to me, and certainly the CEO would get an email of complaint. In this day and age it is totally ludicrous that their systems do not categorise the type of return. Bah Humbug!!!!

 

[Akimbo]

They also include orders cancelled under Distance Selling Regs (ie returned untested / unused within 14 days of receipt) which is a statutory consumer right which cannot be modified by a retailer's terms and conditions. I regularly order and return with a quick turn around, mainly to get my outward postage refunded. I had the dubious honour of being the first ST member to receive "The Letter" about a decade ago, but didn't get suspended. There are many threads on this subject as one or two forum members get "the Letter" (or worse their account closed) every year since I got mine. If you want to read up before you speak to them by phone or compose an email to Mr Boyd, it might be worth searching the QVC board for "The Letter" and read the perennial threads on the subject. It's well worth bugging them for a full break down of your returns and ask them mto recalulate without any DSR cancelled orders in the total. In my case that would easily reduce my tested and returned rate to belowe 10% let alone 50%. It may not get your account reinstated but setting them a bit of homework will get across a message that you won't accept a telling off without defending your position.

 

[Bid Up Side Down]

It's funny that in the shrinking market place of selly telly, that Q will even consider sending out a 'letter of intent' to their customers. I cannot genuinely think of any other retail business model that bans/excludes existing customers for over returning purchases.

This really beggers belief when the on screen sales assistants insist during their pitches that you buy many (sizes) and return what you don't want.

Q is becoming a 1990's dinosaur - and we all know what happened to them.