Oversold Product/confirmed order now back-ordered? UGH.

piscesmomof4
09.19.21 4:31 PM

I ordered the TS recliner in charcoal early in the AM for my father in NC. i was so excited I saw it early AM since I am in NC assisting him after a hip injury and had literally PLANNED to go out into the public COVID world to try and buy one that very same day. I was THRILLED to see it offered and in stock, and when I ordered, they showed 22 left in charcoal but plenty in other colors. I realize 22 was not a large quantity but at $800 dollars-I should have been safe as my info was already on file and I placed the order quickly.
It was so important I went back as if placing an additional order and saw 19 charcoal left when I went back to check stock after my order was confirmed and placed. They continued to sell until the afternoon as well.
Inexplicably- they sent an email several hours later requesting verification of the ship address later on in the day. I have shipped to his home through my account on multiple occasions and they have never had to verify before. I called in at 910am Saturday am (open at 8am) as requested when I saw the email from fraud detection.
Today, I have another email waiting claiming they oversold the product and I am waitlisted for a month!!
This was a product there was a critical need for so much that I came 500 miles to personally assist him. Had I know it was a questionable order- I would have just ordered a different color to confirm I actually would receive something!!!
The orders should be filled in the order they were placed and HSN has no business filling any order first that came in after mine due to a lack of an immediate response from me about an email I did not expect.
My frustration is twofold-I think they moved my place in line waiting for a confirmation of my info(despite being already in the system from multiple past orders). I find that unfair since that they do not state that is required, or I would have placed the order by phone. Second, they will not disclose the quantity# they hope to restock-despite the repeated hard sell on-air claims it could NOT be restocked, nor the place I am on wait-list so I can factor the probability of getting the product I desperately need now though I am sure the stats are available to them. If not-they need an immediate re-evaluation of their inventory/ order processing software.
HSN is not as large as QVC,and seemed to be much more consistent in their perks and personal attention to problems. I really hate to watch them adopt the more recent Qurate practice of impersonal and uncaring, lack of concern for customer service practices.

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- hsn_joel
- Moderator
- 10.08.21 7:03 PM
@piscesmomof4 I’m terribly sorry to learn about the experience you had with us. This certainly isn’t what we would want for you. Please forgive the delayed response. It looks like we are still waiting for the item to be available with an expected delivery date of 10/17. I checked and see that the chair Mary offered as an alternative is still available. Please let us know if there’s anything additional we can do for you.
- villagemom7
- 09.23.21 3:50 AM
I’m just a HSN customer, but wanted to say I’m sorry you have been put in this situation. I totally agree with your comment and understand your request for help. I know there has been a lot of shipping issues, but they shouldn’t oversell items that are are not in stock or can’t be delivered in a timely manner. I’ve taken care of family members and been in your same situation. It is challenging at best, there is a lot of planning to take care of a loved one and things like this should not have happened and been added to your worry and concern. I hope you can get the chair you ordered for your Dad quickly and this can be resolved very soon. If there was an issue on delivery address or the order, this should have shown up when you first placed the order, maybe in a quick paragraph or something on the order screen. Everyone can’t be constantly checking their emails, and taking care of loved ones is a full time job and to live 500 miles away, even more difficult. I hope this works out for you and your Dad and again sorry you’ve had to go thru this.
- piscesmomof4
  
  09.30.21 12:10 AM
  
  @village mom 7- you are sucha bright spot in my disheartening dau! I just wanted to say that this response to my rant of frustration is one of the very kindest things that I have seen happen in quite a while.
  I understand that it may not have changed anything about my situation but the empathy offered without condition here has been such a boost to perspective on the world lately,
  Despite the lack of any additional info or response from HSN who are still showing my chair as processing for arrival on the 5th of Oct, i feel heard.
  I did call todau and insisted on speaking with a senior supervisor in order to find out who might be able to call purchasing and find out if this product will ever be available or if they will just let it sit there until the system cancels it out.
  That person was also empathetic and kind but she was not a finish carpenter, nor does she upholster, so my chair order being filled is a pretty dismal slim to not a chance reality.
  However, I truly do appreciate the efforts of Mary to check for alternatives and to offer a smaller alternative with less features -but she was willing to discount the shipping and gave me the option to think it over and call back.
  It reminded me that we need to remember to prioritize the pursuit of grace to offer to others and to find empathy for others daily-While it may not change any circumstances, it it can be life enriching for our own quality of life. That is worthwhile 🙂 to pursue.