DSR Returns - advice please?

[BusyMum]

I returned a Kipling bag last week..emailed Q the day I posted it, saying that I was returning it under DSR and that I believed that entitled me to a refund of P & P also. I thought I recalled correctly instructions from previous threads - shoulda printed it out I know! Anyway this morning an e-mail from Q saying that the bag has been received into their warehouse and they will be refunding me as requested, and the amount shown is £44.50 - the purchase price of the bag, no mention of P & P! Does this usually happen, have I got a leg to stand on if I ring in and tell them I want the P & P back too please? Any advice welcome - thanks folks!

PS - bag was posted back the day after I received it - it has to be within 7 days I believe? Posted last Wednesday morning.

 

[Mam]

They do this frequently BM. I regularly have to chase them for the p&p charges. Send them another email reminding them that the bag was returned under the DSR and you emailed informing them of this but have not received your original p&p refunded. They have always coughed up eventually in my case, usually with a sort of apologetic email letting you know that the p&p charges are being credited.

 

[kitten_with_claws]

Ditto Mam above.

I return relatively few things but have always had to chase them up about the p&p part of the refund, as they always 'forget' to automatically refund this. Provided you informed them of your intention in writing (I have always asked if an email was sufficient for this & been told it was!) they should/will do this straightaway, with no further fuss or bother.

 

[BusyMum]

thanks ladies..will do an email right now!!

 

[miss molly]

Always happens to me, i am chasing up a refund at the moment and have e-mailed three times. Got a e-mail from them last night saying they are having problems with e-mails on the new website and would i give them the order and item number again:devil:

 

[kitten_with_claws]

Always happens to me, i am chasing up a refund at the moment and have e-mailed three times. Got a e-mail from them last night saying they are having problems with e-mails on the new website and would i give them the order and item number again:devil:

I always phone Miss M, emails get lost/forgotten/passed along but a phone call is of the here & now variety!
I am always grovellingly polite & nice to the CS peeps, (to the point of sycophantic nausea! lol), keeping any directing of annoyances very definitely one step removed from them personally, yet not being shy at pointing out the boring stuff.....like the legal requirements of refunding my original p&p on a cancelled transaction! :nod:

 

[BusyMum]

I've lost me thread..! Had to go via the Thanks/Likes, but anyway, just to let you know Q emailed while I've been out, apologetic about my P & P not being refunded, and attaching instructions on DSR returns, a Word doc, only prob is I can't ruddy open it! Anyone else had this and if so maybe you could either post it up or send it via PM please? Shall be keeping an eye out to make sure both refunds appear in my bank account! Thanks for your help!

 

[Bluebell]

They never refund the P&P without having to ask at least once or twice
The same happens when you send back a faulty item
I think they hope you wont notice

 

[spartacus]

I've done 2 DSR returns in the last year without any problems. I notified QVC by the online form, marked the return label as a DSR return and got my money refunded in full including the original p&p charge. I can't remember whether their email to me confirming a refund was pending mentioned the p&p or not, but the refund to my card definately included the p&p on both occasions.

 

[KimP]

If they forget to refund the original postage I just ring them up and it's been sorted without any fuss there and then.

 

[Bluebell]

Copied from the T&C's on QVC website

9.4 You also have a statutory right to cancel your purchase. If you wish to cancel you must tell us in writing, including by fax (fax number 0151 551 2614) or email (please see our webform at www.qvcuk.com for email cancellations) within 7 working days from the day after the date on which the product is delivered. You should keep evidence of having given your cancellation notice, such as a certificate of posting or fax confirmation report. You must take reasonable care of the product and you should return the product to us (at your own risk and cost) within 7 working days of notifying us of your cancellation. The product must be returned unused (except to the extent use was reasonably necessary to examine the product). Please return the product with its original packaging. The following products are excluded from this legal right to cancel: (i) perishable products such as food or flowers; (ii) audio/video recordings, DVDs or computer software that you have taken out of the sealed packaging in which they were delivered to you; (iii) products made to your own specification; (iv) periodicals or magazines; and (v) any other products that by reason of their nature cannot be returned. We will refund the purchase price of the product together with the delivery charge you paid to receive the product.

 

[Akimbo]

The following phrase in my email hasn't failed me yet, they've always refunded my p&p. The cancelletion has to be in writing, email is fine but if you use their "contact us" form you don't have a copy to refer back to so I just email to [email protected] including the following:

"Please would you confirm that the original postage will also be refunded without my having to chase it"

Jude xx

 

[BusyMum]

I like that last sentence Jude! I've just emailed them direct telling them that the attachment they sent me can't be opened (Bluebell kindly offered to help but she couldn't open it either!) and asking them to re-send in a form that can be read..!

 

[rainbowdottie]

They never refund my P&P either until I ring them up and ask them.

I managed to get out of one CS assistant once,that when the parcels come back,they are just scanned back via the front label.They are they then all thrown into a "pot" (I imagined a skip!!) and then opened at a later date.somewhere between the 2 processes,the refund is actioned.But apparently that is why we don't get our DSR back.

I haven't sent anything back lately...but when I do,I'm actually gonna write on the front,sent back under DSR and the P&P they need to refund.

It may also explain how and why such shoddy goods get sent back out...the staff who are obviously opening this parcels and re-parceling them,are not looking hard enough.

 

[Silver Fox]

I must be completely daft on several fronts. I have never tried the DSR route.I recently ordered 2 items cost in P&P £8:90, one was a LG shopping bag & thought why am I paying so much for a nylon bag? the other a Lola Rose bracelet that was so small & also not worth the cost.The cost of returning both items :£4:40 a grand total of £13:30!I vowed some time ago to stop ordering from Q unless I thought something was value including P&P, so put this down to a blip!!!!Unless you want to really try something out & use the 30MBG I would not consider ordering.There are so many other sites with free P&P AND much, much faster delivery.

 

[yesilkedi]

I ordered a pair of Sketchers that didn't fit so emailed them to say I was returning under DSR and I was refunded promptly including my p & p. What did leave me gobsmacked however was £4.95 p & p charge from QVC, £2.20 for me to send it back! Not much packing materials involved either, a Sketchers shoe box and a plastic bag.

 

[BusyMum]

Haven't heard anything further but I live in hopes! Silver Fox, this was my first foray into the world of DSR and if it works I shall use it again - I'm one of those that normally can't be arsed to return so I only order if I'm pretty sure I'm going to be ok with the product, or it's a repeat purchase, but if I can return promptly and at least get my original P & P back that's all to the good.

yesilikedit - it cost me £2.70 to return my Kipling, first class, but £3.95 for Q to send it 2nd class with the Royal Mail..!

 

[catwoman]

Whenever I've returned anything, (not specifically QVC) I've always emailed prior to returning it, to say that I'm 'cancelling the order', and under the terms of the DSR, I look forward to receiving a full refund, including the cost of the original P+P.

 

[Beketaten]

Yes, they needed to be chased up to refund the p&p for me too.

 

[BusyMum]

thanks all...I heard back from Q re the "unopenable" (have I just invented a new word?!) file and they sent the same bit of the T & C as you posted up Bluebell. I must say they've been on the ball, and very helpful, but then again I've never had any problems when contacting CS, I will say that about them. Anyway I now just need to make sure that I do actually receive my P & P back!