First off, I apologize in advance for being a problem customer. That said, I do have several issues that I need to get resolved if at all possible and I am hopeful that perhaps you can find it in your heart to take pity on me and help. LOL.
1) I received an e-mail today stating that “It is important that you return the original order” for item #598-075 from my order number ending in XXXX. The problem is, I HAVE already returned that order. According to my EZ Returns tracking number (XXXXXXXXXXXXXXXXXXXXXXX) it was delivered to PINEY FLATS, TN 37699 on June 18, 2018 at 10:23 am. So. I really, REALLY don’t want to be forced to pay for this item which I DID return and HSN DID receive.
2) Related to the item mentioned above – you guys DID send me out an exchange to replace the defective one I sent back – the problem with that is…the replacement you sent is even more defective than the one that I returned. While the cutting dies work fine, the stamp portion of the kit is horribly crooked/defective. I really, really don’t want to keep playing “return and exchange” on this product (while being charged for every return that HSN claims not to have received) but I do still *really* wish that you guys could just send me a stamp that isn’t defective. So – not sure what the proper course of action even is on this problem.
3) In regards to my orders ending in XXXX and XXXX – item numbers 115-0109 and 115-1121, respectively – I DID NOT receive these items. I have tried to resolve the issue with both UPS and my local post office, to no avail. While I know that this is not really HSN’s fault, (my postal carrier straight up told me when I confronted her the following morning that she had not delivered any mail at all to my house on the date that the tracking number indicates it was delivered) it nonetheless leaves me paying for two items which I never received. (As well as paying for the two more items I had to order to replace them.) So – yet another issue I’d like to see resolved.
In closing, I have been a super loyal HSN shopper for more years than I can call to mind – and I have NEVER had this many problems in this short a span of time. Not sure what is happening with your company as a whole right now, but if this is at all indicative of the new status quo following the QVC merger, I am NOT a fan. If you could Pretty Please advise me on what actions I need to take regarding all or any of my order issues above, I’d really appreciate it. Shopping online should NOT be this much of a chore/hassle/time consumer.
**Edited by HSN: Removed tracking information and Order numbers to comply with HSN Community Guidelines.**
- This topic was modified 9 months, 3 weeks ago by HSN_Angela.
You’re too kind, @seanchai! I’m glad I’ve been able to help you with this. For the two missing items, I have started an investigation with USPS and refunded the orders. You will see this back on your original method of payment within 72 hours. I’m glad you were able to snag another one of these before it sold out! 🙂
Sorry for the delay! @seanchai, You are not a problem customer at all! We appreciate you bringing these issues to our attention and we want to help. Sometimes customers have problems, and we fix problems, so you’ve come to the right place!
For the first order, the stamp/die set, I do see that the order was returned to us. I have updated our records to reflect this so you won’t receive any more letters.
I am truly sorry that the replacement was defective as well! This isn’t typical and you can still return it for a full refund. Rest assured, you were not charged shipping for the replacement, nor would you be charged return shipping for the defective exchange. If something is wrong, we wouldn’t expect you to pay more for it. Please use the EZ return label from your Shipping Invoice to return the replacement and I can assure you that no shipping cost will be deducted.
For the orders that you didn’t receive, I would be happy to report these and review our options. There are still a few of 115-0109 left. Would you like a replacement or a refund? The other is sold out but would be happy to refund this while we investigate the matter further. Would you like the refund back to your original method of payment, or to Spendable Ka$h?
I share your disappointment with these last few orders, Leslie, and I’m so sorry that you’ve gone through so much. Rest assured, we are taking care of these and it isn’t typical to have this many concerns at one time. I sincerely apologize for any needless frustration we have caused and I hope we can work toward fixing this for a better future. We appreciate having you as such a loyal customer for so many amazing years and I look forward to your reply!
Hi, Angela- thank you so, so much for your hard work in dealing with all of my woes! You’re the best! It just felt like I was getting clobbered on all sides and I honestly wasn’t even sure what to do.
In regards to my missing orders for item numbers 115-0109 and 115-1121 – I have already placed – and received – another order for those. I knew they were close to selling out, so as soon as I had talked to my mail carrier and realized that she’d botched the delivery of the first orders, I immediately got online and ordered two more. So, no worries on that front. I just need to figure out what to do about the original two that ended up who knows where.
Again, I send my sincere gratitude. Over the years I have come to fully believe that all of you guys here in the “community” are absolutely the best Customer Service Reps that HSN has. From minor issues like price adjustments, to big-time problems, you guys always offer prompt help with a caring attitude. Thanks for that!
I am truly sorry that you had this issues with your orders. I would be happy to look into these concerns and get back to you within 24 hours. Please feel free to e-mail us at HSNSocialCare@hsn.com or call 800-933-2887 if you have any concerns in the future. Rest assured, we are here to help.
Thank you so much, Angela – I would deeply appreciate any help or advice you can offer. 🙂
Posted in Customer Service
07.05.18 7:17 PM