I've just switched channels and landed on Channel4 Supershoppers, just as they were talking about refunds of P&P for online shopping generally, which led into an article on QVC. I din't take much notice of the email, but now I remember I returned a pair of Skechers earlier this year. Can't remember if it included refund of the P&P, but I did have to chase them for the refund after 14 days.
Worth watching on catch-up or 4seven, explains their returns policy in full, going to cost them a bit now refunding.
We have identified inconsistencies in our process where some of our customers didn’t receive a refund for their delivery postage and packaging charge for products returned within 14 days of receipt. This is not in line with our policy.
We are genuinely sorry for this mistake and we are currently in the process of identifying all affected customers, who will be issued a refund for any delivery postage and packaging costs owed.
Since identifying the issue, we have taken measures to ensure these errors do not happen again and are committed to doing all that we can to learn from this.
If you have been affected, there is nothing you need to do. We will contact you with further information and a full refund by the end of October.
We are disappointed that this mistake occurred, as our top priority is to build and maintain a trusting relationship with all of our customers.
What a load of tosh - QVC has kept postage, which should have been reimbursed to customers, over many years - QVC say they are sorry, sorry they have been brought to task ..
I got the letter and guessed it was because of the programme that was aired this evening.
I've always had the P&P refunded on an item I've returned, mainly because I usually ring them. In fact, after the Tan Luxe incident I was initially told they couldn't refund the P&P because I'd used some of it, but after the CS woman had finished laughing she said she'd make sure I got it, and I did.
But, as only customers who are due a P&P refund have apparently had the email (I read that elsewhere although it might be wishful thinking) then maybe I'm due for a few pence back too (or not.)
The long and short of it is they are legally bound to refund P&P if returned within 14 days, but not if you take advantage of the 30 days, especially to try things. That seems fair enough to me, but has never really been made clear.
Post by Berry McPaper-cuts on Aug 29, 2019 12:23:24 GMT
Just watched the programme. The woman used as an example , who shops and returns quite a bit , was entitled to about £39. I will be lucky to get £3.99. I am more concerned about Create and Craft where I return by return of post if something is not to my taste. I don’t think they return the original p&p. They try to make you use Asda but I pointed out to them the petrol costs of me going to my ‘ local’ Asda v my local PO were exorbitant ( try explaining that via email to a poor English speaker) as I will not ring them ever on their premium rate. Fortunately I have the email of the CS over here now so I just get in touch with them when I need to. The best was when they sent me a 8x8 paper pad which I could actually get for £2.99 as it was the Club deal for that month instead of the four 12x12 Crafters Consortium pads. They wanted to charge more postage for sending out the right item and for me to return the cheapo 8x8. I politely pointed out the error of their ways!
Post by Berry McPaper-cuts on Aug 29, 2019 16:41:58 GMT
There is a cut off year I think when the law changed but I can’t remember when it was. I am sure you can download the programme onto your smart telly Nellie.