Order was not filled
This is the conversation I just had with Customer Service on an order I placed on March 16.
00:00:11 Gregory : Hello.
00:00:17 DebraM : Can I get the UPS shipping tracking info for a package I ordered?
00:00:23 DebraM : Order # xxxxxxxxxx
00:01:19 Gregory : Thanks for shopping here at HSN. We always strive to offer you excellence in customer service as we greatly appreciate your business.
00:01:33 Gregory : I am sorry but there has not been any tracking updated for this order as of yet.
00:01:53 DebraM : which means what? it hasn’t shipped? or you don’t have the number?
00:02:10 Gregory : The order has not yet shipped as of yet.
00:02:23 DebraM : why not?
00:02:30 DebraM : I ordered it on March 16yh
00:02:33 DebraM : 16th
00:03:03 DebraM : You’ve already taken the payment out of my bank account
00:03:51 Gregory : It looks like this very popular item is currently sold out. We had taken the fund out to reserve your item and we are trying to get additional inventory to fulfill this order for you.
00:04:34 Gregory : If the item does not become available this order will be canceled within 15 days and then you will be completely refunded with a $5 kash credit for your inconvenience.
00:04:53 DebraM : Yeah, that’s not how it’s supposed to work, Gregory. You don’t get to take the payment until the item ships.
00:05:33 DebraM : Sorry if I sound angry, but when I ordered the thing off the television, they said they had over 2000 of them in stock. So how is it you have none when it came time to ship it?
00:05:49 Gregory : Would you like me to cancel this order and have your refund processed?
00:06:17 DebraM : I’d like an explanation as to how you said you had 2000 of them and I didn’t get the one I ordered
00:06:24 Gregory : I am sorry again for the trouble on this order. I do not have any control over the inventory and I am not certain what may have happened here.
00:06:42 DebraM : Is there any way to find out what happened?
00:07:11 DebraM : Because I wasn’t the only one who ordered one…according to the television, you sold out of them…2000 people didn’t get their order? Or just me?
00:07:27 Gregory : You can feel free to call and speak to a supervisor if you wish directly at 1-800-933-2887 from 8 a.m. – 1 a.m. Eastern Time.
00:08:13 DebraM : Hello?
00:08:32 DebraM : Let’s try this: any idea when it will become available for shipping?
00:09:03 Gregory : I am sorry again but I do not have additional information as to why your item is sold out. We will do our very best to get this item to you in the next 15 days. If not it will be canceled and you will be provided with a ful refund.
00:09:22 DebraM : No, process the refund now. Thank you.
00:09:55 Gregory : Order has been canceled and you will see this refund in less than 72 business hours.
00:10:12 DebraM : Thank you. Have a nice day.
00:10:14 Gregory : Hope to shop with you with better results next time. Thanks for shopping and if there is nothing else then I hope you have a great day!
00:10:31 DebraM : You too.
I would like an explanation. How is it that there were plenty of the item ALL DAY and when it came time for mine to be shipped, there were none? I ordered it EARLY in the day. It was listed multiple times the remainder of the day.
Are they actually telling me that NO ONE received this item? Or was it just me because I used a coupon and got $45 off the price?
I would like an answer to this question.
**Edited by HSN: Removed order number to comply with HSN Community Guidelines.**
And that still doesn’t answer my questions…
1. How many people ACTUALLY did receive their orders out of the 2000 supposedly ordered.
2. Why was my bank account charged before the order was completed…which your website and the television program CLEARLY STATES does not happen?
And let’s not forget they charged my bank account for the total before shipping when it says plainly on the website they DO NOT CHARGE UNTIL SHIPPING. What is going on?
Posted in Customer Service
03.26.16 3:41 PM