Confusing Return Practices

jasonb33
05.10.24 12:50 AM

Perhaps I’m just used to Amazon but wow the return process is just a circus. I ordered a chest freezer and it arrived damaged. It was really the only complaint about this freezer they sometimes arrived damaged. I rolled the dice and unfortunately it was not in my favor.

You can’t process a return on the website when it isn’t your fault…meaning if you process a return on the website you are responsible for the return shipping charges. The 2000 called and they want their website back. You guys really need to get with technology.

So I have to call the number. The person told me I would have to return the item to UPS myself and I would get a label mailed to me within 15 days. Again why can’t you just email it? The other issue is the box. There was no way to open the box without taking it apart and the bottom was held on by straps. They can’t send a box. And I have to find someone willing to help me take the freezer to UPS. So very helpful customer service.

2 days later UPS comes and wants to pickup the freezer. What? I was told I would be getting a label and have to drop it off. Ok great one less thing. The UPS driver helps me just put tape all over the existing “box”. He was very helpful.

I call HSN. The lady proceeds to tell me I need the tracking number of the pickup in order to get my refund. What you sent the call tag don’t you have that? No I need to get it from UPS. Call UPS and they said no HSN has to ask for it.

I call HSN back get another person. They lookup the return and give me the tracking number…it was in the system. These people! I still have to wait till the item arrives to the warehouse and I have to call and ASK for my refund. WHY is this not automatic. Why don’t you issue the refund when UPS picks it up like everyone else does?

I put in a dispute with my credit card company this is just ridiculous. You guys need to upgrade your technology and train you CSRs.

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- hsn_lynne
- Moderator
- 05.10.24 2:26 PM
I am truly sorry you went through so much to return this damaged item! I share your disappointment. This particular item is more of a specialty item, so it comes to you directly from the vendor rather than an HSN warehouse and must be returned to that vendor directly. (If you see 7-digit item numbers, this is commonly the case.)

Of course, we never charge for return shipping of damaged/defective items. This particular item came from one of our partners that does not participate in the EZ Return label program, so we must request the partner to reach out to the shipper to generate your prepaid return label. Sometimes we are able to email those return labels, but other times, for reasons we are not made clear on, we are only able to send them via USPS. I’m sorry about that.

Typically, UPS will not come pick up an item without your request specifically. I’m glad to know they saved you the trip, but understand the lack of communication and correct information is of concern. We have noted this on your order so our leadership can take a look at your situation and do better in the future.

I can see that your return should arrive by May 13th. We must give the warehouse team up to three days to enter your return into the system. If you don’t receive a refund confirmation email by May 16th, please do reach out to us (here, via live chat, or phone) and we will be glad to manually enter your refund for you.

Because I want to do more than just say “sorry” I have issued you a $20 credit on your HSN account (Spendable Ka$h, valid through 7/9/2024). We hope that you will still shop with HSN. Have a great weekend!