I was going to forget it but decided to discuss this with CS and all of you.

ebony46
1 month ago

Last week I placed an order using a coupon for some jewelry. The coupon didn’t work even though the website indicated that it did by showing the discount. After placing the order, and when I discovered that the coupon didn’t work, I wrote Customer Service here online about the coupon failure and was told to email HSNSocialCare@HSN. Wasn’t I dealing with a CS person? At the time, I didn’t feel “served” at all, and I canceled the order for the jewelry. I complained that CS was passing the buck and was told they weren’t doing that. This is how they do this; I was told. B$

So today I placed an order using a coupon and once again the coupon didn’t work. So, knowing from my previous experience with Customer Service? that I should email HSNSocialCare@HSN about this situation, I emailed them feeling confident they could help me. Nope. I was told to wait for the order to ship and then email them once again to let them know it shipped and then they would honor the coupon.
I explained to them that we need to find a solution as to why the coupons aren’t working. That I don’t want to go through emailing every time a coupon doesn’t work. Why does this have to be this complicated? I am waiting until bedtime for some real help on this issue and if not, I will cancel the Rhonda Shear order placed today. And I really do believe that this is “passing the buck” CS.

sort replies - newest | oldest

- mookie457
- 1 month ago
I am sorry you went thru this. It is very frustrating. Remember. With all the changes, I am sure that some of the employees do not feel like putting in the extra effort. I cannot really blame them. That doesn’t make you feel any better.
- HSN_Angela
- Moderator
- 1 month ago
I apologize for the delay in getting back to you, @ebony46. I’m truly sorry for any concern we’ve caused you with these discounts. It’s fun to save and we want you to enjoy shopping with us, not caused you needless frustration. I’ve reviewed your account and don’t see any reason this discount shouldn’t be working. There are restrictions on some promotions and we would be happy to review these with you while shopping.

Because this is a public forum, when additional information or account details are needed to assist with an order, we will ask you to email us for the security of your account. Rest assured, we are Customer Service and will always do our best to take care of any concerns you may have, if we can through this medium. We also welcome you to reach out over the phone at 800-933-2887, chat with us through our website, or even message us through social media. Rest assured, however you want to reach out, we are here to help.

I can see you’re a savvy shopper. I would be happy to explain more about why we asked for you to contact us once the order ships for your discount to be added. When an order is placed, we authorize the total amount with your bank. They will then place a hold on the funds until the order ships and the funds are collected. Since we haven’t received the funds until after the order ships, we are unable to issue refunds before that time. While this is a rare situation, we do ask for patience with this timeframe. I was happy to see that your recent Rhonda Shear items did have a coupon applied to them. If you need further assistance with this, we’re here to help. Thanks so much for your understanding, Rae!