PDA

View Full Version : QVC's New Returns Service.



Moth
30-12-2013, 02:44 PM
Have QVC actually started to listen to their customers? I noticed for the first time today that on the back of the new style returns slip were details of a new returns service operated with QVC and Hermes. For £3.65 you can drop your parcel to one of their dropshops where they will collect and return, or, for £3.95 you can have them come to your door. This applies to parcels that weigh up to 15kgs. More details here:

http://returns.myhermes.co.uk/returns/qvc

It's still more expensive that the £1.49 Collect+ service that IW and others use but significantly cheaper than sending something heavy and expensive back using Royal Fail or Parcelfarce.

How come there hasn't been any mention of this on air so far? Note too that you need to have access to a computer and printer to use the service. I'm sure it'll help though - there have been many times when I've avoided ordering products, boots for example, simply because of the cost of return. Well done QVC, a step in the right direction.

SUPERCOOLWILLOW
30-12-2013, 03:27 PM
i dont have a printer so would not be of use to me but the idea is there

Marina
30-12-2013, 04:05 PM
Ha-ha! I ordered a collection via myHermes and a courier arrived today but I only had a qvc sticker on my parcel and thought I could do without printing a label (I don't have a printer at home) but a courier didn't pick it up because he had to scan the barcode and I need to ask someone to print it for me now but don't know when the courier will call next. It cost me £4.20 for a pick up, however, this was for a parcel up to 2 kg and also restricted by measurements so not sure about the 15 kg weight how much this may cost.

MinxyKitten
30-12-2013, 05:00 PM
I use this quite a lot now. It costs me £3.95 for a collection. I use it mainly for larger items but knowing the ridiculous costs of RM these days I am starting to use it more for smaller items too. I text my courier and he comes at an agreed time. You do, however, need a printer.

Marina
30-12-2013, 05:24 PM
My courier doesn't leave me his number, I'll ask him next time I see him.

MinxyKitten
30-12-2013, 05:42 PM
It is very handy to have it. I wonder why yours cost £4.20 and mine only £3.95? Do you follow the link from Q? It seems to be one price up to 15kg, and cheaper if you drop it to a collection point.

Ruthmay
30-12-2013, 06:29 PM
I go to the library to print return labels from Amazzon, costs 10p.

brissles
30-12-2013, 07:19 PM
Still a lot of money when most of the catalogues charge nothing when you drop off returned items to their Click & Collect stores. Other catalogues include a Return Postage sticker for royal mail returns, and this again costs zero.

MinxyKitten
30-12-2013, 07:29 PM
I agree Brissles. I have stuff to return to John Lewis, HoF and Lulu Guinness - they're all free. Shocking really. I like to see and feel goods in the flesh, so when ordering online there's always a danger that something will be sent back. I need to bear this in mind more when shopping with Q, and catching bits of today's shows I have been thinking about it! Unless it's something I really want and can't get elsewhere, I really am going to try and stay away from them from now on.

Marina
30-12-2013, 07:31 PM
It is very handy to have it. I wonder why yours cost £4.20 and mine only £3.95? Do you follow the link from Q? It seems to be one price up to 15kg, and cheaper if you drop it to a collection point.
I put in my postcode and the destination postcode, then I chose the weight of my parcel (0-2 kg) and it calculates the price for me (£4.20). When I tried to put weight 2-5 kg it gave me the price of £5.40, 5-10 kg £7.20, 10-15 kg £9.60.

MinxyKitten
30-12-2013, 07:39 PM
I put in my postcode and the destination postcode, then I chose the weight of my parcel (0-2 kg) and it calculates the price for me (£4.20). When I tried to put weight 2-5 kg it gave me the price of £5.40, 5-10 kg £7.20, 10-15 kg £9.60.

Oh I don't do any of that. It just asks if the parcel is under 15k, whether I want to drop off or have it collected and then asks for a date. If I can, I will log onto my laptop and see how I do it. It may save you a pound or two next time!

Edited to say it seems that Q have a set deal with Hermes over the charge. Do you select QVC from the list of retailers?

Marina
30-12-2013, 07:55 PM
Do you select QVC from the list of retailers?
No, I googled myHermes. List of retailers? I'll be paying attention next time.

ERICS MUM
30-12-2013, 08:21 PM
I agree Brissles. I have stuff to return to John Lewis, HoF and Lulu Guinness - they're all free. Shocking really. I like to see and feel goods in the flesh, so when ordering online there's always a danger that something will be sent back. I need to bear this in mind more when shopping with Q, and catching bits of today's shows I have been thinking about it! Unless it's something I really want and can't get elsewhere, I really am going to try and stay away from them from now on.

that's been my policy for the last 6 months and really haven't missed ordering from QVC. I doubt if I will ever go back to watching and buying from QVC regularly.

Fallen Angel
30-12-2013, 08:23 PM
Just looked and there is a Parcelshop just down the road from me, but my courier lady is lovely and would take any parcels for me anyway.

MinxyKitten
30-12-2013, 08:46 PM
Either go to Customer Care on QVC website and click on ‘how do I return an item under the 30 day mbg’ or go to the link provided previously earlier in this post. I would go through Q as I know it links directly to this page, rather than My Hermes in general.

You get to a page with QVC returns service at the top. Press Continue at the bottom.

Log in, then your address details should be completed automatically, you then get to the page where you select the weight of your parcel, collection etc. Hope you can save some cash if you use it again!

spartacus
31-12-2013, 11:01 AM
I go to the library to print return labels from Amazzon, costs 10p.

I've got a parcel to return to Amazon - only the second time I've ever returned to Amazon. First time was a couple of months ago and the instructions were to print the label and take to post office for free return, easy, PO is just a couple of miles away. Amazon must have changed their process though, because instructions this time are to use Collect+ drop off for free return (if I return by PO Amazon will deduct £3.50 from my refund). Entering my postcode though to find Collect+ drop off points though, the nearest involves a 32 mile round trip, so this will certainly impact buying from Amazon as returns are now inconvenient.

spartacus
31-12-2013, 11:35 AM
Maybe the second item was a return to an amazon seller, which could have a different returns policy to Amazon itself?

Both items were direct from Amazon, and coincidentally both Kipling bags, so nothing in the size/weight/seller of the item to warrant the different return method, so I'm assuming Amazon have simply changed their returns process.

Weathergirl
31-12-2013, 12:17 PM
I've got a parcel to return to Amazon - only the second time I've ever returned to Amazon. First time was a couple of months ago and the instructions were to print the label and take to post office for free return, easy, PO is just a couple of miles away. Amazon must have changed their process though, because instructions this time are to use Collect+ drop off for free return (if I return by PO Amazon will deduct £3.50 from my refund). Entering my postcode though to find Collect+ drop off points though, the nearest involves a 32 mile round trip, so this will certainly impact buying from Amazon as returns are now inconvenient.

That's a shame Spartacus as if the Collect+ stores are nearby they work brilliantly. I returned a couple of things this way last year and the shops were only a mile or so from my home, one in each direction. The email saying that my money had been refunded came to my phone whilst in the car on my way home from dropping the parcel off! I assume they issue once the item is scanned at the shop and only reverse it if they get it back in poor condition. It saves them money as Amazon don't have to pay staff to issue refunds as the store does that for them. The item just gets sent direct to the warehouse for them to re-sell as a "warehouse deal".

spartacus
31-12-2013, 01:05 PM
That's a shame Spartacus as if the Collect+ stores are nearby they work brilliantly. I returned a couple of things this way last year and the shops were only a mile or so from my home, one in each direction. The email saying that my money had been refunded came to my phone whilst in the car on my way home from dropping the parcel off! I assume they issue once the item is scanned at the shop and only reverse it if they get it back in poor condition. It saves them money as Amazon don't have to pay staff to issue refunds as the store does that for them. The item just gets sent direct to the warehouse for them to re-sell as a "warehouse deal".

I wasn't sure how it worked - so do they scan the item in front of you when you hand it in at the Collect+ store? I've actually already got the refund - when I submitted the return notification online at Amazon I selected the instant credit option; I was happy to do that as it had been an Amazon gift certificate I'd used in the first place. I just need to make sure they get the item back by the January date they specified.

Weathergirl
31-12-2013, 01:30 PM
They do scan it in front of you in the shop and you get a little printed receipt too.

MinxyKitten
31-12-2013, 01:50 PM
Well I have decided that I am only going to buy items online from now on that offer free returns. Just took a couple of small parcels to PO, a ring and a bracelet. Because they don't cover you for jewellery you have to use special delivery, which would have been almost £7 for the ring alone!! I told them to send it by normal first class and got a lecture on not being able to claim if it went missing. I told them it had never happened before so I was willing to take a chance. I also said it's cheaper to use these courier companies and was told that RM is a much better service that you could track.

So, that's it for me! I am about to leave for TK maxx, still searching for a perfect black leather bag (will update on the Lulu G saga later on that thread!) More real life shopping for me in 2014 I think!

Mazza
31-12-2013, 02:07 PM
All the stories on this forum about the perils and cost of returns put me right off buying anything from Q except where absolutely certain I will like it! So that excludes all clothes and shoes for a start. Personally I prefer to see what I am buying in a lot of instances. I do use click and collect for M&S and JLP because they are nearby so I can easily return but otherwise it sounds a nightmare in a lot of cases.

Minigill
31-12-2013, 02:13 PM
I used Click Collect for an Amazon return, changed my mind just before xmas. It is not free as Amazon deduct £3.30 off your return. However, once scanned at the shop, Amazon email to say we are refunding (less the £3.30) so no waiting for it to actually get back to Amazon.

loveallthingsitalian
31-12-2013, 03:27 PM
Either go to Customer Care on QVC website and click on ‘how do I return an item under the 30 day mbg’ or go to the link provided previously earlier in this post. I would go through Q as I know it links directly to this page, rather than My Hermes in general.

You get to a page with QVC returns service at the top. Press Continue at the bottom.

Log in, then your address details should be completed automatically, you then get to the page where you select the weight of your parcel, collection etc. Hope you can save some cash if you use it again!

According to Q/Hermes there is not 1 single collection point in the whole of N Ireland, unless I am missing something.

I dread it when I find something coming by courier as it is a nightmare to rearrange delivery or else it is just lobbed over fence. RM leave a card and I can pick it up at my convenience and my regular postie is a sweetie who really goes out of his way to help. Mind you he is bewildered as I haven't had anything since late summer until today when a YC wait list item arrived.


I did use the JLP collect service before Xmas for quite a big (and expensive) item and it was good but not overly quick, I would certainly use it again.

jaydeen
04-01-2014, 04:40 AM
Seems like a bit of a faff, especially if you don't live near one of their drop off places.

MinxyKitten
04-01-2014, 10:13 AM
I returned an item to Waitrose yesterday that I ordered from John Lewis and collected at Waitrose. They took the item and didn't even swipe my card or anything, saying it would all be refunded once the returns note had been scanned. I was a bit skeptical, having handed over the item and having no proof, but hey ho. I went and chose a sandwich, paid, and returned to my car. I thought I had better check my phone before setting off and lo and behold, there was an email thanking me for my return and the refund was in process! ! Now that is customer service :-)