Bad return experience

Hello,

We purchased a Delonghi AC/heater unit when it was a Today Special in May 2019. The unit cost almost $500. It worked fine as an AC;however, now that the weather is cold we tried using the heater and it does not work properly. The unit leaks and shuts off every 30 minutes because the water tray fills up that quickly. We called Delonghi and they agreed it’s a faulty unit. They told us to cut the cord and send them a picture of it before they could send us another unit. We did that and they sent the replacement. However, the second unit is refurbished and it, too, leaks just like the first one. After reading the most recent reviews about the heater, it’s clear that we are not the only ones having major problems with this unit. HSN supervisor Lance was incredibly rude, disrespectful and unprofessional when we called to explain the issues and to ask for our money back. He refused to provide a refund because it’s past the 30 day return time. How were we supposed know if the heater worked properly unless trying it when it’s actually cold? After throwing us a major attitude and telling us that he doesn’t read the customer reviews, Lance finally said to return the unit for store credit but that we have to pay for shipping. We checked and found out it will cost over $300 to ship. This is disturbing. HSN sold a faulty product and are still offering it despite the negative reviews. We are now stuck with two broken units, plus the leaking water buckled our wood floor. This is a complete disaster and HSN is not doing it’s part. I’ve been a customer for more than 20 years and have spent a lot of money over that time. How can HSN treat a loyal customer this way? We basically threw away $500 for an AC/Heater unit that only worked for three months. We are now stuck with a refurbished unit and another one with a cut electrical cord. Also, we paid for a new product not a refurbished one. My husband even asked specific questions about the heater during the live presentation and they assured him the heater worked great! HSN go back and listen to that air check you will hear the hosts answering my husband’s questions about the heater. We bought this specifically for the heater! This unit is a liability and a complete disaster. Shame on you HSN. Ever since you teamed up with QVC your quality has gone out the door. Please make this right. You should refund or credit our money AND pay for shipping. Listen to your customers when they tell you a $500 electrical product is faulty. This unit is a liability.