Order floated in Packaging status for days
I’m an infrequent HSN buyer and I discovered the item I ordered was incompatible after your midnight deadling for cancelling as per your policies. I spoke to an agent the following day and found it is uncancellable due to the item being in packaging. CS told me just send back once received and pay shipping on the return and they’d accept it.
Fully understood that it’s my mistake but the order has been sitting in Packaging for multiple days. Looking at comments from other customers, they have noticed the same situation. Surely it doesn’t take days to package up the item. It appears the HSN locks in your order at midnight and then floats the order in packaging until it is ordered from a third party. So basically HSN is just a middle-man and then you’re subject to whatever (unknown) shipping periods this parrty has? Am I correct about the process? If so, may I suggest HSN be more upfront regarding the Packaging status. Looks like it should be “We’re putting an order in for you … please wait until is processed”.
Can you clarify my understand? Thank you!
I realized I asked a vague question regarding availability. I should have used the term “in stock” and not availability. They can mean two different things. Specifically was the item in stock when it was ordered? According to your website, HSN ships 24-48 hours after the midnight cutoff for in stock items. I suppose something could be available (i.e. still made by the manufacturer) but not in your stock.
The reason I’m asking is, HSN bundles the phone with a plastic case and cigarette adapter. The black case I selected is no longer listed on your site as a color option so I suspect it is out of stock. I was concerned my specific order was being held in Packaging until the plastic cover arrived at HSN.
As mentioned in my original post, I need to return the item due to incompatibility. My mistake on ordering from HSN. Tracfone lists my zip code as compatible with this phone but the HSN lookup says it is not. I am confused as I already own another phone of the same model and have no issues with coverage in my zip. Also other merchants show it is compatible with my zip. To avoid problems, it’s just easier to return and purchase elsewhere.
I’d just like to move forward on the item being shipped so it can be returned promptly. Any insight on the hold up would be appreciated. Thank you.
Thanks for the explaination on the HSN process. The same phone and minutes cards are available at big box stores and those are customer activated via the same 1-800 number HSN lists on the product page so it’s a little confusing on what HSN or the shipper needs to setup. It just appears that there is a wait for available stock that is called “Packaging”.
I’ve been a long time Tracfone customer and the process has always been the same with the customer doing the setup via that 1-800 number.
As a final question, once the order is accepted at midnight and uncancellable on the order day, is that a confirmation the item is actually available? A concern is that multiple days could go by in Packaging only to find out there was no avaiable stock and HSN is unable to fulfull the order.
, when you place an order for us, the order will be sent to our warehouse at midnight EST the day the order is placed to begin the packaging process. This process can sometimes take a few days depending on the item being delivered, especially for cell phone orders as the phones need to be set up prior to shipping. Once the packaging process is over, the item will be shipped out and then an email will be sent to you with your tracking information.
Posted in Customer Service
06.21.16 12:47 PM