Not Feeling Very Appreciated…
It’s not often I come on here to rant, but I am so frustrated with HSN right now that I just had to vent. Yesterday, (Tuesday April 26th) I placed two orders for the Today’s Special Deb Guyot Herkimer bracelet sets. One polished, one brushed. The order processed, no issues, no problems. Then, last night I received an e-mail telling me that my credit card (HSN card) had been declined and that I needed to contact HSN. Knowing that there should have been plenty of available credit on the card to cover the order, I obviously went into full freak-out mode thinking that someone had hacked my account and maxed my card. After checking my account at Comenity and determining that was *not* the case – just as I thought, there was plenty of available credit – I logged onto HSN to try to determine the problem.
So…I go into a chat session with Robert. I explained my issue, and he explained to me that HSN had been having problems all day with Comenity payments not processing correctly. So, I asked what I needed to do – I had no problem putting the orders on another form of payment. He emphatically assured me that it was not a problem. Just a minor system glitch and that they would have the matter resolved very shortly. No worries.
Well, this morning, I logged on to check the status of things only to find that my orders were still not processing, but instead showed as CC declined. Grrr. Back to chat I go – this time with Sophie. I *again* explained my situation. First off, she tells me that she shows no record of my chat with Robert. (Because, ya know – I’m a liar like that!) Since I have *never* had this sort of issue before, I ask her (again) what I need to do. I don’t even know what it means when my order status is CC declined. It’s not like this has ever happened to me before. I asked her if it meant my account was in arrears, if I needed to give another form of payment, if my order had been cancelled, what? Sophie, bless her heart, assures me that the orders have been cancelled and I will not be charged for them again. Um. Okay. Not really a solution, but whatever. Then she tells me that if I still want the bracelets, I’ll just have to re-order them. I explain – AGAIN! – that I bought these bracelets at the Today’s Special price. No way am I going to buy them again at the current price when this whole fiasco is HSN’s (or maybe even Comenity’s – I’m an equal opportunity blamer) fault. Sophie’s solution? That I’ll just have to call CS to see if they will do a price adjustment. Seriously. That was her solution.
I finally told her to just forget it. I didn’t need the bracelets that bad anyway. However, still wary of the whole situation, I again logged onto my HSN card account just to make *sure* that charges for the bracelets weren’t pending. They’re not – BUT – as soon as I log on, I get a big red alert box telling me that if I’m having financial difficulties, they may be able to help! Are you flipping kidding me??? The closing date of my last bill was April 17th. The payment wasn’t due until May 13th. I paid it on April 19th. Clearly I’m a no-account scumbag.
So…I again apologize for my rant, but during this month of supposed Customer Appreciation, I have received and returned one defective ring, had orders cancelled for two bracelets, and was essentially told that I am a lying hoodlum who can’t pay her bills. Just gotta say: not feeling the love, HSN. Epic Fail. :womanfrustrated:
Aha, this explains why my payment (I paid off my HSN card account) took almost a week to post. I have received so many defective items from HSN, every Jay King jewelry piece I’ve bought either came broken or broke right after 30 days, fake stones from Collen Lopez, brown stones set in a ring that is supposed to be white topaz from her, Diane Gilman clothes falling apart, Joy Mangano products not as advertised and had to be returned. And the prices! I can get the same name brand products at other places for 10-40% LESS.
I don’t know what happened to HSN, but they need to pay attention to us customers that were once heavy buyers that no longer buy.
I have to say it’s the wonderful people I’ve gotten to know here that has kept me from leaving, so if HSN can fix their problems, maybe they can win back my business.
They’ve (HSN) have grown too big, like a giant ego bragging about themselves, and their products, even the products that have like a one-star rating by 500+ people. I think they brainwash the hosts before each segment, to get them excited about junk. It’s so sad. Go outside and play, and throw your tvs away!
Thanks for posting this. I do appreciate HSN BUT I have to admit their CS is NOT what it once was. Last month I didn’t rec my bill . HSN said they couldn’t send me a copy to pay I’d have to call Commenity. Called and paid but was hit with a $9 charge because I used a debit card. Still couldn’t get a copy of the bill.Luckily I keep my bills so I was able to piece it together after getting this months bill. I agree with PyschoMom keep a copy of anything you do with HSN CS department. Good help is hard to find! I have also chosen to cut way back on my HSN purchases. HSN is making that easy since they seem to keep dumping people I like … Martha Stewart, Darlene Cahill (Singer) for example.
Have a GREAT day!:catwink:
Seanchai, Do not feel alome in your troubles. I have experienced the same thing. It is always the problem of HSN not keeping up with what I think should be their jobs. One bit of advice, always when chatting with someone, be sure to check the boxes where a copy of the conversation is kept in your email. This has come in quite handy for me on occasion. As I only buy crafts from HSN now, my problems has been lessened. I do think HSN could be a little kinder at the beginning because it is not always the fault of the consumer. They have forgotten the meaning of CUSTOMER SERVICE. Maybe if enough of us discuss this they will take a look at the problem. Please don’t look forward to that as I have even tried sending a registered certified letter to the CEO. Of course the CEO never received my letter. The reason being she is too busy to read her mail. Maybe she should cut back on her duties and put CUSTOMER SERVICE back in the place where it belongs. This message might not make it thru the post checkers, so I am keeping a personal copy of this to send to you thru another venue. FEELING YOUR PAIN!!!
So sorry Seanchai. :smileysad:
I too had a similar situation yesterday. I, like you, on line chatted with two representatives. They were both kind and somewhat more helpful than you received. That being said, my problems with the account still did not get resolved…what is going on!?
It is truly frustrating. It makes me wonder if the issues were on the commenity bank side or the communications between hsn and them…? I don’t know it’s anyone’s guess. I don’t think we’ll ever get to know the real reasons.:smileyfrustrated:
I hope your account “issues” will be resolved quickly even though we know it was no fault on your part! And BTW no need to apologize for anything. Well stated!:smileywink:
The issues people have been having sound pretty scary.
My only problem really when placing an order sometimes it takes a while to process and when it does, it has added my saved Items to my purchases and ive had to cancel them.
This has happened a few times to me?
Sometimes it will add 12 or what ever it wants of something I haven’t ordered.
Just plain crazy
:heart: :heart: :heart:
I appreciate you very much!
Sean, my friend. I can imagine how you must be feeling. Sometimes we need to get things off our chest.
i’m sorry to hear that you were having such a hard time getting your order through. What’s even worse is the thought of someone violating you by stealing your identity. I’m glad that didn’t happen.
I hope you get the baubles you :heart:love:heart: and adore without anymore headache.
Feel better too!
Holy buckets! First off, let me say thank you all so much for the commiserations and positive thoughts – y’all are awesome! Second, I am so, so sorry (in a weird, relieved kind of way) to learn that so many others had issues with orders from Tuesday. I was so surprised and just so…bothered by it all. I know that I can be super sensitive, but I am *nutso* about always keeping bills current, paying over the limits, keeping watch over my FlexPays, etc. I *do not* mess around with finances, so to receive an e-mail telling me that my card had been declined tapped my crazy zone. Add to that the multiple stories from CS Reps, and still no resolution on the matter…Ugh. I hit my limit. I truly hope that all of you with problems get things resolved really, really soon! :heart:
My problem is a very minor one compared to everyone else.
I tried to vote “yes” as a Helpful Vote to feedback left for an item I was interested in.
The system said I had already voted on it, but I had never even viewed this product before.
I thought I would pass that along so HSN knows there’s a problem with that also.
I feel your pain and sympathize with you. A similar thing happened to me also on the very same day. I got that dreaded red box saying my account had a problem…even though I had just sent them $150 above my normal payment to offset because I bought so much HeidiDaus. I have noticed that HSN credit card does not talk to HSN very well or the other way around. I had to call and make a payment with a live person to unlock. And my son who lives in my house was declined because my account had that issue with a Vance Camuto payment. His account had none. But they have a rule if anyone in the house gets the red message they block every account at that address. Also not feeling the customer appreciation. I weekly monitor the flex payments to make sure I’m ok… apparently there is a lag time between HSN credit card and the show. Mine happened during a serious skincare show also . When we saw the extended delivery of the middle of May my son canceled his order. However they customer service support is very good. They did all they could to correct every situation! Cudos to them.
Just had another, less than stellar experience with CS on chat. First, the chat feature kept dying and now it seems it has been removed from the site altogether? I’m having problems with my second order this week (see my below message about the SSC TS.) Now I’ve discovered that HSN advertised UPS 3 day shipping, but really items are being sent UPS Ground?!? I agree–I’ve had more problems this month than every before. Customer Appreciation Month??? Not quite!!!
Seanchai- I didn’t have your problem with ordering but I saw the same red flag when I went to pay my bill today and it wasn’t even due yet? Was surprised to see it as it never was there before, I am wondering if there are some system glitches as well. I have even had things put in my favorites that no way I would even be interested in as well as have luckily caught things high ticket items in the past in my checking out box and I am the only one that uses my computer. I check my account & fav’s everyday now just to be sure nothing is in there and nothing in there to be ordered just to be sure. I had addressed it once as one time I had a big screen tv and popcorn maker in there and no way would I ever buy a tv online and was told it was a glitch. I have high security that I pay for on my computer so it is super protected so there is no way & again I am the only one that uses this computer so it makes me a little leery too with shopping. I have no other problems with my other online shopping sites so it must be an HSN system glitch? I hope it gets fixed soon for everyone 🙂
Posted in Clearance, Special & Coupons
04.29.16 1:40 AM