Nearly a month later – NO DELIVERY YET
I have contacted customer service by phone, email, and through this forum since the Brookstone Massage Chair I ordered almost a month ago (November 20) has been in the delivery process (first stuck in Atlanta for a few days, then Charleston where it spent a few weeks, and now apparently Columbia???, all the while having zero ACCURATE tracking information until I reached out for help here) for this entire time. I expressed my frustration and concerns by email and this forum and though two of your associates were helpful here, the information I have received via email is less than helpful or comforting as a consumer who a) initially just wanted to know the status of his order, b) wanted the actual order, and c) was finally so discouraged by the lagging delivery that he just wanted to cancel it entirely.I had to go out of town after my last email response form HSN and just re-read it and am absolutely stunned.
While the problem isn’t with the customer service associate, there is something about this policy that stings as a consumer. This is copied and pasted from the email after I asked if I could just cancel the order 9 days ago. “You are welcome to contact the carrier, CEVA Home Delivery, to refuse delivery. However, please be aware that if an item is refused, HSN is no longer responsible for the item while it is in transit back to us. If it is lost in transit or there are no tracking updates, we would not be responsible for it because it was refused. I wish I had better news.”
When I initially read this I was on my way to the airport to catch a flight so I decided to give this particular delivery ONE LAST CHANCE (even though i was already frustrated that the item was being shipped in from Mexico and had been stuck in warehouses for almost a month). When I returned I was horrified the chair still HADN’T been delivered and in preparing for company this week I received a phone call from a delivery service in Columbia (the chair was in Charleston for at least a week) and they guaranteed me it would be delivered YESTERDAY, 14 December. Against my better judgement I agreed to have it delivered. I designated all afternoon to be here for that delivery because the person THAT I HAD TO CONTACT AT THE DELIVERY SERVICE (per your customer service associates via email) assured me it would be delivered after lunch time. It was never delivered, and I was never contacted. Those hours of my time waiting will not be returned to me and at this point I do not know what else to do. Per the emails I have received your policy makes me, as a consumer, feel pigeon holed to deal with an order process that has been equally humiliating and frustrating, that has led to no longer wanting the item itself though I initially NEEDED it for health reasons (in my previous post I explained how had back surgery and could have used the chair per hte original delivery date showed i the ‘order status’.) I have been a loyal HSN customer for MANY years and I am gravely offended with how this order has been handled.
I do not appreciate being told that I have no rights as a consumer when it comes to canceling and order. Per that email response, the impression that HSN washes its hands of accuracy when delivering or returning the item. Again, up until yesterday I was willing to accept this item but as of now it is imperative that this order get canceled and the item is returned because i SIMPLY DO NOT WANT IT. Again, I am horrified and humiliated as a loyal HSN customer to get this kind of treatment for a purchase. It’s like a reverse attack on the free market or capitalism. Please cancel this item and reverse charges and contact me if needed. I will be more than happy to post the customer service correspondence that was sent via email. Again, I am practically begging to just cancel the item. I put so much effort and literally work into inquiring about the tracking, then the same amount of work into pushing for the delivery, and now after getting the runaround and threatened with lack of accountability from your end, I just give up and refuse to engage in more drama with this delivery service.
@literarystudy, I’m so sorry to hear that your item never made it to you and that you’ve had so much trouble with the delivery! I’ve issued a full refund for your order as well as the HSN Protection Plan that you purchased with it back to your original method of payment and cancelled all the future FlexPays. You’ll see the refund post back to your card within the next 3 business days.
Posted in Customer Service
12.15.17 3:10 PM