I placed my order on December 31.  I received 1 set of "clear" lights and 1 set of "multicolored" lights.  I called customer service and was instructed that I had to return the "incorrect" item in the box sent by QVC with insurance either by US postal or by UPS.

The very next morning, on January 10, I went to the post office with the QVC box to return the incorrect item but was told that it was an "irregularly large sized" box and that I had to pay a "balloon payment" on top on the regular shipping cost plus insurance.

When I got home I immediately called QVC and was assured by the customer service representative that since it was QVC's mistake in the first place, I will be reimbursed the entire shipping and insurance cost once the item has been returned to QVC.

About a month after I sent the item, I received an email confirmation that my item was finally received by QVC.  On February 7, when I called to request my reimbursement, I was told by a customer service representative that if he issued a check for my cost, it would be cancelled by QVC Corporate office because the amount was close to the cost of the item itself.  He advised me to write to the corporate office for reimbursement.

Immediately after that phone call, I sent a letter to QVC's Corporate office supported with my receipts and shipping slip for the reimbursement of my out-of-pocket cost for returning the "incorrect" item.

It is now February 26, and I have yet to hear from anyone at the corporate office.  I called the QVC customer service and they were not very helpful.  There are no updates on my situation and they were unable to provide me with a contact person at corporate office to follow-up on this matter.  It has been almost 2 months since I first placed my order on New Year's Eve and I am still waiting for a resolution.

K. Cochran, kpcochran@hotmail.com

UPDATE:

I called QVC's Office of the President this morning (484) 701-1000 to inquire about the status of the paperwork which I sent over 3 weeks ago.

I was informed that the paperwork could not be located, but the representative agreed to reimburse me for my entire out-of-pocket cost, including an extra $20.00 credit for my inconvenience.  I relayed to her that, in order to follow up on the paperwork which I sent to the corporate office, I asked several of the customer service representatives on the phone-line for the number of the corporate office but none of them could give me the number.  I finally found the number on my own on the QVC website.

However, it seems like allot of burden is placed on the customer to advance the fees and follow up on the matter, even if it was QVC's fault in the first place.  I've suggested that they should have included a pre-paid return label or at least agreed to advance the cost if it was an irregularly large sized box, but both suggestions were rejected.

Even though I've been given a $20.00 credit with QVC, I'm very wary about dealing with them again.

K. Cochran, kpcochran@hotmail.com