QVC customers due refunds following postage charge blunder
Thousands of customers who returned products to shopping channel QVC are in line for refunds following a blunder related to its postage and packaging charges.
QVC said it has contacted around 300,000 customers believed to have been affected by the errors going back to 2014 – and they will be refunded any costs owed.
Some customers did not receive a refund for their delivery postage and packaging charges for product returns within 14 days of receipt, QVC said.
Details appeared on MoneySavingExpert.com, which explained that under the Consumer Contracts Regulations, if someone returns something they bought by phone, post or online, they should be refunded within 14 days of the firm receiving their returned order – and the refund should include the initial delivery charge they paid.
QVC said those entitled to postage refunds will be refunded exactly what they paid.
A statement from QVC said: “We have identified inconsistencies in our process where some of our customers didn’t receive a refund for their delivery postage and packaging charges for product returns within 14 days of receipt. This is not in line with our policy.
“We are genuinely sorry for this mistake. QVC UK has handled around 75 million orders over the last five years.
“We have contacted approximately 300,000 customers who we believe have been affected by this postage and packaging error and they will be issued a refund for any delivery postage and packaging costs owed.”
QVC said those customers affected do not need to do anything and it will share further information and give refunds by the end of October.
The statement continued: “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.
“Our top priority is to build and maintain a trusting relationship with all of our customers.”
Steve Nowottny, news and features editor at MoneySavingExpert.com, said: “Unfortunately we often see firms get customers’ web return rights wrong – but it’s unusual to see such a large-scale blunder from a major firm.
“It’s good to see QVC are now proactively refunding customers, but the message to online shoppers is clear.
“If you return an item within the period the law says you’re due a refund, make sure you demand that refund and the cost of delivery too – don’t be afraid to challenge stores which get it wrong.”