Beware! 30 day mbg doesn't really exist.

[shopperholic]

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.

To be honest I really can't be bothered with them now, I don't want my suspension lifted because QVC are the most expensive place to shop, I was shopping out of habit with them, but I'm pleased to say I have now broken that habit.............ooh! it feels sooooo good! :mysmilie_14:

 

[historymystery]

donna, don't believe a word of what Dale said. All the shopping channels try this one on - "we've got xyz numbers of new customers joining us today", yada, yada, yada. It's just a figure plucked from the air, in my view, they're probably told to say it on air, and it's another example of the twaddle the presenters talk, to make you think you need to buy quickly, because "all these people" are waiting to snatch the item you want. I often feel like ringing them up and saying what about the 15,000 customers who get so p***** off each month they leave, having decided not to buy anymore? I'm one who left them, as anything I see on there I can buy cheaper - and I hate their fashion, most of which is overpriced, man-made fabrics, old-hat and tacky - and things from Primark look better (and don't get me started on Yong Kim, Gordon Bennett what over-hyped rubbish that is).

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.

 

[maymorganlondon]

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.

How about if they gave us a choice of 30 day mbg or free postage? I'm sure for some high-priced items, the 30 day mbg may be more attractive than free p&p - but when you're repurchasing items you've had before and know you like, the free p&p would be better.

QVC on-air presentation of the 30 day mbg is completely disingenuous! If they only want you using a sample amount they should provide samples with the bigger size the send out for a product, or they need to promote more clearly on air the key t&cs of the guarantee. Is it on the website somewhere - the full terms and conditions? I couldn't find it!

And including returns on the statutory DSR with the tried and tested returns - another bit of underhandedness. Let's have all the terms and conditions of buying with QVC up front and open to all.

Tell us about the "permitted" return rates
Tell us about how these "permitted" return rates are calculated
Tell us what the exact terms of use of a product are to be eligible to claim the 30 day mbg

Stop misleading us by calling it a "no questions asked" money back guarantee
Stop luring us into higher rates of return by encouraging us to buy several sizes to see if it fits/ several shades to see what matches/ several scents to see what we like

And while we're at it, why on earth do they not allow us to pay using methods such as paypal?

I wonder what "The Letter" for suppliers is like! I imagine they have some kind of penalty system for persistently high levels of returns. And I wonder if they have to take the time and courtesy to break down the reasons for returns, rather than cavalierly lumping the whole lot together for us customers who are a) paying their salaries and b) boosting the profits of their companies (Q and the brands)???

 

[alan1302]

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.

What has to be remembered is that no business has to deal with a customer if they wish not to. If they want to say that you aren't allowed to buy from them anymore then that is their right. Just as you can choose to shop elsewhere.

 

[shopperholic]

What also has to be remembered is with the endless, vast amount of choice out there, a retailer needs the customer more than the customer needs the retailer, so it's in the retailers best interest to treat the customer the best they possibly can, or like myself the customer will go elsewhere.

 

[thatu]

Unfortunately they're a bit slow. They haven't worked that one out yet.

 

[Moth]

And I wonder if they have to take the time and courtesy to break down the reasons for returns

I doubt it because they no longer ask why you're returning an item. You used to be able to tell them why but now it's just "unwated" or that you want a replacement item. Which is odd, because if I was a supplier I'd certainly want to know why customers are returning items.

 

[maymorganlondon]

I doubt it because they no longer ask why you're returning an item. You used to be able to tell them why but now it's just "unwated" or that you want a replacement item. Which is odd, because if I was a supplier I'd certainly want to know why customers are returning items.

It's ridiculous, really, isn't it?

I totally agree - how on earth can suppliers smarten up their act if they don't get customer feedback. Heaven help them if they're now forced to rely on customer reviews on the website!

 

[thatu]

But guess who controls what gets posted on the website and edits out undesirables? A laugh a minute.

 

[louise66]

How about if they gave us a choice of 30 day mbg or free postage? I'm sure for some high-priced items, the 30 day mbg may be more attractive than free p&p - but when you're repurchasing items you've had before and know you like, the free p&p would be better.

QVC on-air presentation of the 30 day mbg is completely disingenuous! If they only want you using a sample amount they should provide samples with the bigger size the send out for a product, or they need to promote more clearly on air the key t&cs of the guarantee. Is it on the website somewhere - the full terms and conditions? I couldn't find it!

And including returns on the statutory DSR with the tried and tested returns - another bit of underhandedness. Let's have all the terms and conditions of buying with QVC up front and open to all.

Tell us about the "permitted" return rates
Tell us about how these "permitted" return rates are calculated
Tell us what the exact terms of use of a product are to be eligible to claim the 30 day mbg

Stop misleading us by calling it a "no questions asked" money back guarantee
Stop luring us into higher rates of return by encouraging us to buy several sizes to see if it fits/ several shades to see what matches/ several scents to see what we like

And while we're at it, why on earth do they not allow us to pay using methods such as paypal?

I wonder what "The Letter" for suppliers is like! I imagine they have some kind of penalty system for persistently high levels of returns. And I wonder if they have to take the time and courtesy to break down the reasons for returns, rather than cavalierly lumping the whole lot together for us customers who are a) paying their salaries and b) boosting the profits of their companies (Q and the brands)???

In most cases, I would choose the mbg. Unquestionably.