return/refund

[Caroleanne]

I had to return the DG jeans TSV because the sizing was all wrong and was sent a return label I returned them immediately but still haven`t got the refund so I phoned to query why it was down as a customer cancellation on my account. At first the girl said it does take 14 days to receive refund but when I pointed out it was down as a cancelled order and that I had in fact informed them by email and phone of my intention to return them under DSR requesting my original P&P refund too. As soon as I said this she said that she would send a letter out requesting a copy of the PO receipt and it would be refunded immediately on receipt. Its a good job I checked otherwise I would have been £38 some pence out of pocket I`m already out of pocket for a ring I returned because the dog had chewed the PO receipt so had no proof of return ..just glad it was a reduced one under £20

 

[Akimbo]

Technically the wording of the DSR says "cancellation" but I do this for every return and it's always recorded as a return on my account. They do sometimes need chasing for the postage refund but if the order is "cancelled" before despatch they should reverse the debit made to your card under that order number so I can't understand why the need your proof of postage! It's like they make it up as the go along if it's not in their Customer Service script!

Off at a tangent: I think that the orders I "cancel" and return under DSR should be recorded as Cancellations rather than Returns for the purposes of "The Letter"! because I very rarely use the 30 day MBG, certainly nowhere near 50%!

 

[Bid Up Side Down]

John Lewis do free refunds (and delivery), and by free I mean they collect any unwanted purchase from your home. None of this 14 day bull/Quibbling with some call centre staff/paying postage upfront hoping that it may be refunded etc.... Perhaps thats why they are No.1 in customer service survey?

So cummon Q, telly selly stations are crashing and burning around your ears, 100's of staff have recently been made redundant in your sector, perhaps it may be a good time to review your business model as many, many things have changed since you lauched.

 

[Wornoutcreditcard]

Amazon are also very good about collecting returns and refunds. QVC have no excuse for dragging their feet issuing refunds once they have the goods back. I really resent the length of time they take getting YOUR money back to YOU. I am still waiting 3 wks for a refund its unacceptable as is the poor quality of some of the things I have had to return recently.

 

[yesilkedi]

I bought a jumper from Fashion World, didn't wear it for a few weeks but when I washed it discovered a hole in it. I emailed the company who replied in a day that they had arranged for a courier to pick it up who arrived the next day. My refund was in my account within a few days along with the p & p, now that's what I call good service. The p & p for a whole order is only£2.99 and that includes the cost of any returns you need to make. QVC need to adapt to a changing market, what worked 20 years ago doesn't now.

 

[The Londoners]

Amazon are also very good about collecting returns and refunds. QVC have no excuse for dragging their feet issuing refunds once they have the goods back. I really resent the length of time they take getting YOUR money back to YOU. I am still waiting 3 wks for a refund its unacceptable as is the poor quality of some of the things I have had to return recently.

I agree - have taken Amazon items to Collect+ shop (more convenient for me than waiting for courier) and Amazon have processed refund as soon as items handed over, as they are scanned in - and returns as well as original postage have been free.

 

[Miss Ellie]

Hello. Been reading the forum for a few days and I've just joined. I have never heard any presenter tell viewers that if they cancel their order and let them know within seven days they are entitled to a refund of the delivery charge, unless the supplier provides you with a pre-paid return label. I had to chase Q up in the past for a return of the p&p.

 

[Mazza]

Hi Miss Ellie and welcome.

Like you I don't think I have ever heard a presenter give any specific details of the circumstances where they would refund p&p, just the standard 30 day MBG which is minus postage costs.

 

[Miss Ellie]

Thank you for your welcome Mazza. There must be so many people who could have got a refund on their p&p had they known. But they don't tell you that. The onus is on you to ask! The refund of a delivery charge is outlined in the Distance Selling Regulations. You can cancel a purchase by letting the supplier know within 7 days and get a full refund, unless they've provided a pre paid returns label in which case you won't get the delivery charge back. I've found that some goods are not that heavy and don't cost as much to return as the original delivery costs but some suppliers are cottoning on and providing a pre paid label rather than refunding the delivery charge.