Problems with CS and HSN
I have had problems wtih THREE orders from HSN in the last month. First, my Vince Camuto tote arrived damanged; then the Serious Skincare TS was oversold and I was told that I wasn’t going to get it after all even though I ordered it less than 12 hours into the day; and now my latest order has said “Packaging” for three days even though it is due to arrive tomorrow. I have reached out to CS for each of these issues and the ONLY one that was handled properly was the Vince Camuto tote. The rep offered me a substantial credit or to ship me a new one before I returned the damanged one.
For my latest order, I paid for expedited three-day shipping so that it would arrive tomorrow. It hasn’t budged in the process but was supposed to be here tomorrow for a gift. I have chatted with CS twice now and have been given different answers both times! I was told by one (Andi) that it had shipped but there would be no tracking number to show for it because it is express. She said that was “standard.” ??? I ALWAYS get an email notification for shipment AND a tracking number. She told me that was not the case! The other rep (Erica) said it hadn’t shipped yet (she didn’t know why) but that it would within the next 24 hours (!!!) and that it was “estimated” to arrive tomorrow but if it didn’t they would refund my shipping. I tried explaining the process to both of them and NEITHER of them acted like they understood! I paid for expedited shipping for a gift. I shop at HSN enough to know that by now the order should have shipped, that I shoulld have a tracking number and that there is almost no way it will get here by tomorrow now.
What is going on in CS??? What is going on at HSN??? I have never had so many issues as I have had since Customer Appreciation Month. Is no one trained? Do they not see the same information as each other? I want an answer about this order and I want to know why the reps never give the same answer. This is disgraceful.
, I’m very sorry to see the experience you’ve had shopping with us recently. I’m also sorry you got conflicting information regarding the shipping process of your package. It’s true that your package should already be in the shipping process. You will get an email with the tracking information but because your package is expedited you might get the package before you get the email. It is also true that if your package doesn’t arrive by the end of the day tomorrow, we will refund the expedited shipping charge. I understand how important it is to get this gift delivered on time and we’ll do our best to get there.
Posted in Customer Service
05.03.16 2:26 PM