Customer Service NOT ACCEPTABLE – Return Issue

knarflein
2 weeks ago

Dear HSN Management,

HSN used to be my favorite vendor for decades and I had been a loyal customer for about 29 years (since about 1996).

I had been very pleased with your merchandise and pricing and also enjoyed the wonderful entertainment value that you provide, especially to us senior citizens like me. I had spent THOUSANDS and THOUSANDS of Dollars with HSN during this time.

However, I am very disappointed about a return case from this year and cannot accept the way you are handling this case. Here is the recap:

• On 01/23/25 I ordered item# 1254586715 under order# *** (Absolute Sterling Silver Yellow Gold Necklace) in the amount of $133.61. The item quality was a huge disappointment.

• On 02/04/25 I returned the item via USPS under Tracking# 9505 5065 7301 5035 3385 00 (copy attached). HSN did not find it necessary to provide a prepaid return label, and only provided the HSN return address. I took the return address to the post office and returned the item as instructed.

• On 03/14/25 I noticed on my HSN account website that I had not received the REFUND for this item. The CSR person said they had not received it yet and I requested to receive my refund now. I was connected to a HSN manager, who confirmed that I would receive the refund now without further wait.

• On 03/31/25 I called HSN CSR again as the refund still had not been posted on my HSN account website. I was told that this had been done on 03/16/25. I checked my Credit Card statement and subsequently confirmed that the refund had in fact been issued as promised. I considered this case to be closed from my side.

• On 04/18/25 I received a letter from HSN “threatening” me with being rebilled for the same item, which supposedly had not been received by HSN as of yet. I emphasized that I am not accepting this rebilling threat as I had returned the item as instructed by HSN. HSN CSR promised be they will stop sending these “rebilling threat” letters.

• On 04/30/25 I received yet another letter from HSN “threatening” me with the same rebilling and claiming that the item had still not been received yet.

• On 05/03/25 I called HSN CSR again repeating again that I will not accept to be “threatened” to be rebilled for an item that I do not have in my possession and had returned in a timely manner as instructed. I spoke with a manager, who now said they will have to “investigate” with their warehouse” and it will take 21 days or so to do that. In the meantime, the “threat” of rebilling ME is still lingering over me and I will not accept this.

As a senior citizen with a tight budget a purchase of $133 on a necklace that I do not even have in my possession is a big issue ! I feel like I am being perceived as a dishonest “thief” who did not return an item and tried to cheat the HSN system!

Needless to say, I am deeply disappointed about HSN’s customer service and their management and will most likely close my account after 29 years.

Please let me know if you are willing to provide the proper customer service (on the higher management) level as I am done calling HSN about this case every other week.

Thank you from the bottom of my heart

Vera

This topic was modified 1 week, 4 days ago by hsn_natalier. Reason: personal info posted

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- hsn_kymberlie
- Moderator
- 2 weeks ago
Hi @knarflein. I hear you and truly understand your frustration with this. It’s definitely not okay when you have to deal with these kinds of issues concerning your returns, especially when it’s outside the claim window now, and limiting their ability to process a claim. Please know that we value you as an HSN customer. We’re so sorry you’re going through this annoying situation.
- knarflein
- 2 weeks ago
USPS doea not accept my claim as it is more than 60 days now! Why do I as tour customer have ro deal wirth this annoying hassle????? That is not okay.
- hsn_natalier
- Moderator
- 2 weeks ago
Hi Vera, I have edited out your personal information for security purposes.

In regards to your issue, I deeply apologize for the trouble you are experiencing and for any confusion. I have reviewed the order, and it looks like the issue is that your return package was lost in the mail so it was never received by our warehouse. In cases where returns were made using one of our return labels get lost, we are still able to issue the refund since we have the ability to file a claim with the shipping company. Since you paid to mail your return back on your own and we did not supply a return label, we are unable to do that in this case. Regrettably, that is why our billing department denied the refund and is trying to rebill the order. You will need to contact USPS and file a claim for your package being lost. If there was insurance on it, they should be able to reimburse you.

I see that a supervisor did put in a request today for the warehouse to double check if the package was received. That process can take up to 21 days. After that timeframe, you can check back and we can provide an update on whether or not it was found.