Received both letter via ups and e-mail from HSN regarding return

meek012345
05.19.25 4:47 PM

Placed two separate orders for faux azalee flower expandable fences on 2-21-25.
Received only one of the orders on 2-27-25. Contacted the carrier (UPS) and
their records reflected both were delivered to my home the same day. I advised rep only received one package and do they have pictures of location where packages were delivered. He said they do not take picture, and records only showed delivered and time, there was nothing else he could do and hung up. (I had checked around my home and questioned neighbors regarding their possibly receiving a package and no other package was found).

Contacted HSN and explained above and she said a replacement would be sent to me which I received several days later. I thought this was the end of the missing package.

Unfortunately, I received an e-mail dated 5-14-25 from HSN and also a letter via USPS from HSN advising me to return the original order. I thought the problem had been resolved but now HSN wanted me to return an item I never received. I was extremely upset when I received not only a e-mail for an official letter. I contacted Customer Service immediately upon receipt of the e-mail and explained the situation in detail. The rep. told me the problem would be forwarded to a special team that would review the delivery dispute and I will receive a letter with their findings in about 3 business days.
I am extremely upset by the above situation and how HSN resolves this type of issue. I have been a loyal HSN consumer for over 30 years and this was the first time that I had requested a replacement item (Please note the item in question totaled $43.94). In the last year I have spent over $1,600 for HSN products and returned two items totaling approximately $300.
I am also and have been a QVC shopper for over 30 years and have always been
treated as a valuable customer regardless of any situation that arises.
Based on what has transpired, receiving not only an e-mail but an original letter from HSN identifying the issue, left me extremely upset and unwilling to purchase any future products from a company that deals with their loyal customers in this manner.

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- meek012345
- 05.20.25 2:24 PM
HSN Joel –
Thank you for your response to my concern. Greatly appreciate your taking the time to both respond and understand what took place. It certainly helps knowing that there are individuals who care about consumer problems and initiate an effort to correct them.
- hsn_joel
- Moderator
- 05.20.25 4:56 AM
Hi @meek012345

I’m so sorry that this transpired! Thank you for providing details and bringing this to our attention. I show that our finance team has responded to the message the agent sent—you will not be charged for the Azaleas that didn’t arrive. I’ve also added some spendable ka$h to your account as an apology. You’ll be able to see it and apply it to your next order. It will expire on 07.19.25.

We absolutely value you as our long-time customer, and we are sorry for all the stress we caused with this one. I hope you’ll give us another shot the next time you see an item you’d like, but I understand if that might take a little time. Please don’t hesitate to reach us as needed for any concerns.