No Christmas Card BUT A Letter!

[sugar plum]

Hi All,

Well like a few others I have had the dreaded letter, summons to ring qvc finance department. Having read the previous threads I was a little more prepared than I might have been.
Alledged crime - 59% return rate
However, on looking at my last 3 months activity on the web link, I see I have ordered 12 items --
1 suarti ring - wrong size sent
1 beautiful clogau ring from clearance - completely different item/ size sent, rang for replacement immediately but item sold out!!
1 V & A watch with broken face - so far I'm at 25% returns!!

I did indeed return 2 items 'under my 30 money back guarantee' that were not as expected.
Had quite a discussion with poor James, who asked me if 'qvc could do anything, to help'..........

Answers on a postcard...please!

 

[rosey]

What did they say they were going to do - close your account - bet they don't want to lose customers in the current climate??? Or did you tell them about their 'unconditional' 30 day mbg??

 

[Marion]

Incredible, so much for 'quibble free' returns eh?!

 

[sugar plum]

What did they say they were going to do - close your account - bet they don't want to lose customers in the current climate??? Or did you tell them about their 'unconditional' 30 day mbg??

They obviously have a standard statement about wanting to reduce the rate of returns. The conversation ended with them asking me if I had any feedback for them or sugg on reducing returns. I just said I appreciated what they were saying, but also stated my return rate would be greatly improved if the items sent were both correct and not damaged! TBH he sounded quite monotone, clearly they have a big drive on this at the mo, and this poor guy has got the short straw in the call centre!

 

[AngelGab]

I'm surprised that I haven't had "the letter" yet...

 

[Ruthmay]

No Christmas card BUT a letter!

I'm surprised that I haven't had "the letter" yet...

wating for mine every day! really have returned a lot, but kept some expensive items as well.

about a year ago they stopped my online account, so had no idea what I had bought or returned, pretty self defeating move that!

promised to mend my ways! it was the quickest way to end the conversation and get my online account back on.

 

[alan6012]

Why doesnt someone who got the letter complain to the ASA , sending them a copy of the letter? They surely cannot keep saying on air about a 30 day mbg yet threaten to close accounts when you do what they say on air.

 

[Moth]

Why doesnt someone who got the letter complain to the ASA , sending them a copy of the letter? They surely cannot keep saying on air about a 30 day mbg yet threaten to close accounts when you do what they say on air.

I did that when we last saw The Letter here at home and they are p-useless frankly. All that happened was that QVC stopped using the expression "no quibble" on air but the ASA didn't seem to think that QVC were doing anything wrong.

QVC didn't care either. We pointed out that most of the returns made were because items weren't entirely as described and also that the value of items kept far outweighed the value of returns. It seems that the finance department don't have the ability to see anything other than "return". Whether that's their short-sightedness or bad operating method is anyone's guess.

Also, anyone else notice that they are calling it their "30 day promise" now?

 

[sugar plum]

another letter

It seems that the finance department don't have the ability to see anything other than "return".


I agree, would you believe ive had another letter today...Only rang yesterday!
This one thanks me for taking the time to give them feedback and reassures me they are taking my comments seriously. I do hope so, as I said they were clearly calculating return rate regardless of 'product fault, wrong order or defect'!!

 

[rosey]

In the Alpha-H hour just on Catherine Huntley has been going on and on about their '30 day mbg' and that you could use any of the products and then return them 'no-quibble' even if they had been used???? She wasn't calling it a '30 day promise'.

 

[Beady Belle]

Did they refund your postage when you sent the wrongly despatched items back Sugar Plum? If this happens again, send the item back with an invoice for your time and wear and tear on your car & petrol if you have to use it to get to a Post Office. See what response you get.

If you don't get a response, send another snotty letter, see how they like it!!

:doggie:

 

[sugar plum]

Did they refund your postage when you sent the wrongly despatched items back Sugar Plum? If this happens again, send the item back with an invoice for your time and wear and tear on your car & petrol if you have to use it to get to a Post Office. See what response you get.

If you don't get a response, send another snotty letter, see how they like it!!

:doggie:

Hi,
Yep they did refund the postage... but only when I insisted. They sent pre pay label but said I would have to pay for additional insurance for the clogau ring as their label didn't cover this!

 

[louise66]

I await my letter. I returned two elemis products because they contain mineral oil - a point which was not mentioned on air - and I am allergic to it.

But even if you are returning it for the simple reason that you have changed your mind, as long as it is within your 30 days, QVC ought to have no problem with it. If they do, they should amend the money back guarantee period.

 

[Jabbathehut]

In my belief the returns rate is escalating because the quality and value of their goods is plummeting!

The answer??

Simple!

Reduce the prices accordingly or raise the standard of the goods on offer!

Also revise their ridiculous P+P costs!

Job Done!

 

[Pinkpussycat]

I had THE LETTER last week so just waiting for THE CALL, that should be fun. PC:

 

[yazrose]

I pity the person that call you PPC........... <a href="http://www.sweetim.com/s.asp?im=gen&lpver=3&ref=11" target="_blank"><img src="http://content.sweetim.com/sim/cpie/emoticons/00020147.gif" border=0 ></a>

 

[Jabbathehut]

I had THE LETTER last week so just waiting for THE CALL, that should be fun. PC:

I pity the person that call you PPC........... <a href="http://www.sweetim.com/s.asp?im=gen&lpver=3&ref=11" target="_blank"><img src="http://content.sweetim.com/sim/cpie/emoticons/00020147.gif" border=0 ></a>

Have you any means of recording THE CALL ppc and then putting the transcript on ST :?:

 

[Calvin]

I sympathise with those who have had 'the letter', or worse, 'the call', but these posts have made me think before I purchase. However, I think it's a disgrace that people should be penalised for returning faulty goods. QVC should take full responsibility for the quality of every item they dispatch.

 

[Pinkpussycat]

Have you any means of recording THE CALL ppc and then putting the transcript on ST :?:

Sadly it's illegal Jabba to record a telephone conversation without warning the other party beforehand and I doubt QVC CS would want that. PC: