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JazzNJava | Admirer | 02.01.2013 2:45 PM
A few days ago, I signed in to my account to print out the return forms for a couple of items purchased during the "extended holiday return" period. The system stated it was "too late" to return the items.

As you all know, we were informed by host after host that we had until January 31st to return the items.
The policy states: "Place your holiday gift orders with HSN or HSN October 15 - December 21 and you can return your items for a full refund until January 31, 2013."

I contacted HSN Customer Service to find out why I was receiving the " too late" notice. I was told the extended holiday returns "must be RECEIVED in the HSN warehouse by January 31, 2013".

Customer Service's final response: Sorry for the misunderstanding".

There is a difference between my return date and the date of their receipt at HSN. The normal HSN return policy states "30-day Satisfaction Guarantee -- you may return the item within 30 days of the date of receipt for a full refund including the original shipping and handling."

Following the same logic as what I was told concerning their extended holiday return policy, the normal return policy would require the item to be RECEIVED by HSN within 30 days, which is not the case-- unless the hosts are untruthful about it as well ( "try it for 30 days", " You have 30 days to decide..", etc. etc.).

Class action, anyone?
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HSN | Manager | 02.26.2013 4:58 PM
MsLomo - I think the same person that designed and/or approved the new HSN website must have also written their holiday return policy! ](*,)

As for the new website, I wonder if we will ever be able to choose to view "all items"..or must we click through page after page? And how about a "compare" feature? Both of these have been standard features for years on nearly all sites. I think their re-design is a classic case of form before function ... a design for pleasing appearance being their primary focus.


Hi JazzNJava - We continue to work to roll out enhanced HSN site features and customer suggestions are an important consideration for the ongoing site development. We are planning to add the function to view all items on one page to the site, however, we do not have an estimated completion date at this time. We will post on the >hdrd226< thread when the View All feature is added. We appreciate your suggestions and hope you will continue to send your feedback.
JazzNJava | Admirer | 02.26.2013 2:25 PM
MsLomo - I think the same person that designed and/or approved the new HSN website must have also written their holiday return policy! ](*,)

As for the new website, I wonder if we will ever be able to choose to view "all items"..or must we click through page after page? And how about a "compare" feature? Both of these have been standard features for years on nearly all sites. I think their re-design is a classic case of form before function ... a design for pleasing appearance being their primary focus.



MsLomo | Advisor 2 | 02.24.2013 7:18 PM
Wow, JazzNJava, that holiday return policy sounds very uncomplicated and clear! It really makes sense!! How about that!
JazzNJava | Admirer | 02.24.2013 1:51 PM
Here is the holiday return policy for another home shopping channel:

ShopNBC Extended Christmas Return Policy - We’ve extended our 30-Day Return Policy for the holidays so you can Shop with Confidence. Enjoy extended returns and exchanges through January 31, 2013 on all items purchased September 29, 2012 through Christmas. Returns must be postmarked by January 31, 2013 to qualify. Valid on all items except mattresses. All other standard return policy terms apply.

See how easy it is to be clear, HSN?: "Returns must be postmarked by January 31, 2013 to qualify."
MsLomo | Advisor 2 | 02.15.2013 3:00 PM
Thank you, HSNhelp, for your reply. Would you please pass on our suggestion for tweaking the 2013 Holiday Return Policy. Thanks.
HSN | Manager | 02.15.2013 2:26 PM
Hi MsLomo and DubuqueRams -

The 30-day trial period begins on the day the item is delivered to you. If you are ever unsure of the time remaining, you can contact Customer Service and we’ll be happy to assist you.
DubuqueRams | Advisor 2 | 02.15.2013 1:22 PM
Hi, right back at you, MsLomo!! You added an important point about no one on the sending end really knowing when it would be received. You are correct that the shipping date is the only nonambiguous benchmark. Thanks for you input.

I wasn't aware of the clearance item shipping charge problem, but I certainly WAS aware of the problems with the launch of the redesign. I have been happy to see that, contrary to early posts which were boilerplate, more recent posts by HSNhelp have attempted to be more specific to the poster'z comments. They also seemed to have more follow through and many problems have actually been resolved.
MsLomo | Advisor 2 | 02.15.2013 1:04 PM
DubuqueRams, hi! I think you hit it on the head, and I agree with you.

HSNhelp,
" ... and we will share your feedback to try to express the policy more clearly in the future" was the best part of your reply about the 2012 Holiday Return Policy. How would a customer--or even a shipper-- know with complete accuracy when an item has been received in HSN's warehouse? The only way to handle returns by a certain date is a postmark or ship date; there's no ambiguity because it's either shipped by a certain date or it is not, and both parties have the same information. Bam, done.

The 2012 Holiday Return Policy is yet another baffling move by HSN. Other examples are this untested-before-launch, malfunctioning new website, and--much more serious than baffling or irritating--the "$1.99 shipping on all clearance under $20" when certain items under $20 were charged higher shipping. This is a big no-no and should be brought to the attention of HSN's legal department ASAP.
DubuqueRams | Advisor 2 | 02.15.2013 12:40 PM
HSNhelp, I think the problem may be that people think that sending the item back IS returning it. Therefore, if the item is sent on its way by Jan. 31, they have returned it by Jan. 31. The hosts and hostesses often say that "You have untiil Jan. 31 to decide if you want to keep this." Obviously that's not true. They need to be told to tell what the return policy really is. I know that I understood what they said to mean that I needed to SEND it by Jan. 31.

Does this same interpretation apply to the "You have 30 days to decide if you want to keep it" too? Does that 30 days start when you start packaging it, send it or when I receive it. Do you receive a notification as to when I receive it, especially with the combined UPS, USPS shipping method which can add days to the actual delivery?

I think clarifying the return policy accurately by having CS say it as part of their spiel when an order is placed via phone, having it visible on the online order page AND especially having the hosts and hostesses state it accurately would prevent having angry (perhaps ex-) customers.

I STILL DO NOT KNOW HOW THE 30 DAY RETURN POLICY REALLY WORKS, OR SHOULD I SAY,WHEN IT REALLY MEANS IT HAS TO BE SENT OR RECEIVED. When do you start counting the 30 days and do you need to RECEIVE it withing 30 days of that date. The holiday policy, as unclear as it is, at least gave the date. Regular purchases made during the year don't even do that. Could you please clarify? I think the people want to comply with the guidelines and get the exchange or refund. They just don't understand rules with the mixed messages.
HSN | Manager | 02.15.2013 11:45 AM


We certainly want to clear any confusion about our 2012 Holiday Return Policy and we will share your feedback to try to express the policy more clearly in the future.

Last year, the Extended Holiday Return covered selected items purchased during the Christmas in July event, the Andrew Lessman 16th Anniversary celebrations and any orders placed between October 15 - December 21, 2012. These orders could be returned for a full refund as long as they were received in our warehouse by January 31, 2013 (unless otherwise noted). January 31 was the return by date not the postmarked return date.

Due to the many variables to be considered, your shipper can best suggest how long any item would take to be received by a certain date. We really appreciate your comments and hope this information is helpful.
rena347 | Inspirer 3 | 02.14.2013 7:26 PM
If the answer to get a response is to post on Facebook then any of us who don't have a Facebook account are just out of luck.
JazzNJava | Admirer | 02.14.2013 2:39 PM
I have discovered that posting on HSN's Facebook page elicits a prompt response -- and appears to be much more "customer-friendly" in their understanding and resolve of issues.

HSN has done their best to hide this Community Forum from customers. On the other hand, Facebook
is easily accessed and more widely read --most likely why HSN focuses their energy on that "forum"!

Next time you have an issue, post it on HSN Facebook !
FritzieBlue | Inspirer 2 | 02.13.2013 6:35 AM
Last year (or the year before?) HSN observed the postmarked date policy. I mailed back three items on the same day, but one was returned to me with a note saying it was not received in time. Customer Service was not helpful. I offered to mail them my receipt with the postmarked date with the item, but was refused. There must be a better system!
ariel5 | Admirer 3 | 02.05.2013 5:07 PM
JazzNJava,

I was under the same understanding re: 1/31/13. It is a 'change' in their Holiday Return Policy. I didn't check the return policy for the Holiday since it's been that way & as you stated: The hosts, selling products during the Holiday period - you have until 1/31/13 to Return.

I can't tell you how many emails I sent - frustrated with the responses & no mention re: the 'change', only repeated the return policy - it didn't matter what I wrote. Finally, a nice Supervisor did acknowledged the 'change' - if not for him & allowing an extension, think I would have closed my acct. based on the principal of the matter since it's a few returns.

Reading on this Thread what the Holiday Return Policy stated: would have been helpful if Hsn added - to arrive at Warehouse on 1/31/13 - give a 'date' when the Customer needs to ship the item/items so it arrives at Warehouse on 1.31.13. (even though, I wouldn't have looked since the Hosts were giving the return date 'on air' the same as it's always been (not, at warehouse by 1.31.13). I wonder re: those who don't shop online & only by t.v.

Lastly, I don't ship to relatives, & there is one gift, I am waiting till his 'visit' this month since it turned out, he was unable to visit during the holidays - it's a Christmas/b'day gift & I would like to 'see' his expression as I hope it is
something special to him =d> Ironic, it was the most expensive of my purchases. If it doesn't fit, I have to accept 'in this case' since it's far out from the return date.


Ibby: thanks for your suggestion re:return suggestion. (in general)

IbbyB | Inspirer 2 | 02.03.2013 12:45 AM
I send the returns back to hsn myself- and get delivery confirmation so I know (& have proof) when they receive it back. Their easy returns take forever - I only use it if hsn has waived the return fee for some reason!! I can't trust their system since so many of their systems don't function properly these days.
JazzNJava | Admirer | 02.02.2013 8:19 PM
Yes.... and only the first line of the policy was ever stated on-air.. repeatedly.

I mailed a parcel via USPS In December and was given Dec 21 as the estimated delivery date. The actual delivery date was Dec 27.

Wonder if HSN will be sending back returns that arrived after Jan 31?
MsLomo | Advisor 2 | 02.02.2013 2:09 AM
Here is the way the extended return policy is worded.

Place your holiday gift orders with HSN or HSN.com October 15 - December 21 and you can return your items for a full refund until January 31, 2013.

Any order you place between October 15 at 12:00am ET and December 21 at 11:59pm ET can be returned or exchanged (while supplies last) as long as it is received in our warehouse by January 31, 2013 (unless otherwise noted).


Confusing policy. One sentence says you can return your items until January 31, and the other says that the item must be received in HSN's warehouse by January 31. But how would we know when the item has been received in the HSN warehouse? The Track Easy Returns section doesn't have any information (except for the tracking number) when you click the "Track Return" link. I tried to track a return today and there wasn't any information there.

My two cents is that they should stick with a 1/31/13 sender postmark date, since that can be verified.
JazzNJava | Admirer | 02.02.2013 12:10 AM
Not sure what their system recognizes - the new HSN.com has several "known' issues, including not showing a customer's full order history. Also understand there are issues with the system recognizing the "free shipping" codes won on the " Spin To Win" holiday game. Even while shopping, I have clicked on an item's ' Preview" link only to be directed to an "Oops!" page!

Thank you for stating the policy used to be January 31 as " postmarked by" and not "received in the HSN warehouse". It still "reads" that way (and with mail delivery, how could a customer accurately predict the date of receipt in the HSN warehouse?) It is obvious HSN would rather have a return policy that sounds generous than one that is clear such as "Mail your return BY January 15th to insure it is received in our warehouse by January 31".

IbbyB | Inspirer 2 | 02.01.2013 3:48 PM
Is that 'return' link in the system even set up to recognize holiday returns?? I didn't try this year- but I know in the past there were issues. This week I spoke with a Supervisor and got them to okay a holiday return that was going to be postmarked Jan 30. I explained in the past the item just needed to be postmarked by the 31st- so they allowed it. Hopefully the item doesn't get sent back to me! I have their okay in writing though.
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New Friend
AUSSIEGAL
Posts: 1

RE: HSN’s extended holiday return policy -- PROBLEM!

What is the policy for this year - 2013? When does it start? Do we have to have it back into HSN warehouse by Jan 31st, 2014? I cannot find it on the website anywhere, even though the hosts are talking about it.
Thanks
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Advisor 3
Lindascoffee
Posts: 1,136

RE: HSN’s extended holiday return policy -- PROBLEM!

These are certainly valid concerns because it involves a great deal of shipping costs. Possibly this issue should be cleared up when hosts tell the public they have an extended return date to clarify what that means and STOP misinforming the viewer. Tell the public what is exactly expected of them when returning. This is only fair to the viewer and keeps the integrity of Hsn's extended return policy.
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Manager HSN
Manager
HSN
Posts: 3,741

RE: HSN’s extended holiday return policy -- PROBLEM!

What is the policy for this year - 2013? When does it start? Do we have to have it back into HSN warehouse by Jan 31st, 2014? I cannot find it on the website anywhere, even though the hosts are talking about it.
Thanks


Hi AUSSIEGAL - We're happy to extend our return policy so you can confidently give gifts during the Holiday season. Items ordered from October 4 through December 24, 2013, can be returned for a refund to the original form of payment until January 31, 2014. Returns would need to arrive in the warehouse by that date. Gift recipients will receive store credit. Food, beverage, wine & personalized item purchases are excluded.

You can get the full details by clicking on the pink "Extended Holiday Returns" banner on any qualifying item's page. We hope you'll make HSN your favorite destination for Holiday gifts, AUSSIEGAL.
It’s fun here!
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Pro 2
pipman
Posts: 1,528

RE: HSN’s extended holiday return policy -- PROBLEM!

So...just to be real clear:

MUST be back in a HSN warehouse by (I would say BEFORE) January 31, 2014...be sure to allow PLENTY
of time for UPS, FedEx, USPS to get your shipments there.

and

applies to "qualifying" purchases.

and

you're still gonna have to suck up the shipping.

OK...got it.
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Advisor 3
Lindascoffee
Posts: 1,136

RE: HSN’s extended holiday return policy -- PROBLEM!

I reiterate, the show hosts have got to be less ambiguous about the holiday return policy and make it clear, the item has to be in the warehouse before the due date and the time clock starts when the item is shipped. Why can't they clarify this issue once and for all and be honest with the viewer on the show. It's deceiving for the host to give the impression otherwise. I would rather know the EXACT time limit I have to make sure the item is returned on time than guess when the actual due date is.
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Pro 2
pipman
Posts: 1,528

RE: HSN’s extended holiday return policy -- PROBLEM!

I reiterate, the show hosts have got to be less ambiguous about the holiday return policy and make it clear, the item has to be in the warehouse before the due date and the time clock starts when the item is shipped. Why can't they clarify this issue once and for all and be honest with the viewer on the show. It's deceiving for the host to give the impression otherwise. I would rather know the EXACT time limit I have to make sure the item is returned on time than guess when the actual due date is.


Exactly!

I'm very good at playing within the "lines", as long as the lines are crystal clear and don't mysteriously change on me. Hint, hint HSN (and Q too).
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Inspirer 1
JEWELME
Posts: 538

Re: RE: HSN’s extended holiday return policy -- PROBLEM!

If you look on the website under shipping policies, they list the specifics regarding the 2013 Extended Holiday Returns Policy.  It clearly states, in bold print that returns must be received in the warehouse by January 31st.  That is a clear explanation, and I feel that is a very generous return policy, that not many stores would allow, so I am grateful for it!  Thank you HSN!!!

Everyone has the will to win but only a few have the will to prepare
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Jag2005
Posts: 1

Re: HSN’s extended holiday return policy -- PROBLEM!

Have you noticed HSN will not let you use the easy return for extended returns. I guess it is their way of punishing anyone who tries to take advantage of their offer. Gotcha! What a petty bunch

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Manager HSN
Manager
HSN
Posts: 3,741

Re: HSN’s extended holiday return policy -- PROBLEM!


Jag2005 wrote:

Have you noticed HSN will not let you use the easy return for extended returns. I guess it is their way of punishing anyone who tries to take advantage of their offer. Gotcha! What a petty bunch


As long as your order came with an EZ Return Label, you would definitely be able to use it for your return, @Jag2005.  Some items however don't come with EZ Return Labels as they are shipped directly from one of our partner's warehouses.  If you have any questions regarding a return, please let us know and we'll be happy to help. 

It’s fun here!
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Inspirer 3
rena347
Posts: 424

Re: HSN’s extended holiday return policy -- PROBLEM!

Jag2005, I used the easy return labels for all of my holiday returns.

 

I wasn't really paying attention when I put the return labels on the boxes for my holiday returns so I did receive a surprise. I took 4 packages to the local UPS office which is only 5 minutes from my home. The lady who checked them in asked me if I knew that 3 were routed to be returned by UPS and one by the post office. I told her I didn't even realize the labels were different and apologized. I told her that I would take the one package to the post office which is on the other side of town. She said - no worries, she makes a delivery to the post office every day and she would take it for me. That was really nice of her as she didn't have to do that for me. All 4 packages returned to HSN without any problem.

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