Confusion Updating Shipping Address

notmytaste
2 weeks ago

I updated my shipping address on my account online over a week ago to remove my work address because I was retiring. A few minutes ago, I decided to check the status of my recent order (which was ordered after I removed my work address as a shipping address) online and found that the shipping address to my former work is the address the items are being shipped to. In talking to a very nice customer service representative, I learned that changing the shipping address on your account online serves no purpose. I was told that the you have to call customer service to have them change the address in the system. How would I know that? There is nothing on the account that instructs you to do that. So I have 4 boxes being shipped to a job where I no longer work. And I have no idea how or if I will be able to get those items. This is ridiculous. If you can update the information on line, why should you have to call customer service to do the same thing? What a mess! Been ordering from HSN for several years. Spend a lot of money with HSN. This situation is completely unacceptable!!! That is a messed up process!! Not happy about this at all! And customer service says that there is nothing that they can do about this. I would have to drive to my old job, pay for expense parking, have someone from the mailroom to meet me in the parking garage to put the boxes in my vehicle. AND I do not know the size of the boxes. So they may not even fit in my vehicle. Then I would have made a trip and paid for parking and still not have my items. Very not acceptable!

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- hsn_regina
- Moderator
- 2 weeks ago
I am so sorry for the frustration and inconvenience this situation has caused! I completely understand why this would be upsetting, especially after updating your address online ahead of time.

When placing an order online, there is an option to choose which saved address the order should be shipped to. So if the new address had already been added to your account before placing the order, it should have appeared in your address list and been available for selection during checkout. However, that does not necessarily mean the new address would automatically become the selected shipping address unless it had previously been set as the default or manually selected during checkout.

Additionally, if any orders are set up as Auto-Ship, simply updating the address online would not automatically update the shipping address for those scheduled orders. In those cases, we would need to manually update the address for the Auto-Ship orders specifically.

I truly apologize again for the confusion, frustration, and inconvenience this has caused!