I love shopping with Amazon. In all the years I've been with them, they've only ever messed up and sent the wrong thing once. But the best example of their service happened more recently. I bought a new microwave oven, paid £7.99 for next day delivery, which happened exactly as promised. Unfortunately, when I went to use it that evening, that particular unit proved to be faulty. I spent a few minutes on Amazon's website making the necessary arrangements, which was very easy. Come the next morning, at 10am, the replacement was at my front door. And just a couple of hours later, the collection courier came to take away the faulty unit. The whole business was sorted in less than 24 hours and Amazon confirmed receipt of the return 2 days later.
Let's compare that to QVC (we'll have to assume they sell microwaves for now!). Faulty unit delivered, so you phone CS and let them know. They'll arrange a courier who will collect within 5 to 7 working days. Then it'll take 3 or 4 days at the very least for it to get back to Liverpool. Then it'll take the warehouse 2 or 3 days to register it as a return, another 2 days for them to despatch a replacement and, say, another 4 or 5 for it to be delivered again. So, best case scenario will leave you waiting at least a week and a half to get your replacement, maybe longer if you're unlucky.
For those unfamiliar with Amazon, their replacement product policy is to send you the replacement right away and give 28 days to allow the return of the faulty or incorrect item. After that, they charge you for the replacement unit also. QVC, however, insist that they have the return back in the warehouse before they'll send a replacement. All this does is tell customers "we don't trust you enough." Not good IMO. The same applies for items that arrive damaged, only you also have to factor in the time it takes for them to send you a paid returns label.
