Return vs Exchange
Bought a phone for my daughter on Jan 15, 2017 (ITEM 514-272). This was my first time ever ordering from HSN, so when I made the order I checked out as a Guest, and didn’t create an account.
Phone arrived on the 19th, and have issues getting notifications on the phone ever since. I tried all kinds of fixes suggested on the Internet for getting notifications, but the phone just did not work as expected. The phone would also randomly turn off the wifi radio, not just disconnect from the current wifi hotspot, but shut off the wifi radio completely.
Since I was approaching my 30 days from receipt of the phone I decided it would be best to return the phone. Being that I had ordered the phone and checked out as a Guest, the only way to view my order was using the “Single Order Lookup”. This option only gave me the “Return” link, no “Exchange” link which I found afterwards is available if you create an account on the HSN website.
So I boxed up the phone, and took it to UPS over the weekend. Cost me $10.74 to ship the phone back. Why is it I’m stuck paying for shipping for a phone that seems to be defective?
Also, since I didn’t know at the time I could do an exchange, I went an ordered a different phone. I was somewhat apprehensive getting the same phone, thinking it could be a problem with the operating system (Marshmallow 6.0.1) and not just a phone issue. I’m also unsure if an exchange is made, does your 30 day return window start again from when you receive the replacement product?
Lastly, when I looked at phones while contemplating what to order, I noticed that the item I ordered (ITEM 514-272) was now $99.95 vs the $129.95 I paid. Being that today is the 30th day since I placed my order, I also thought I could have gotten a price match.
The bottom line is I would have liked to know up front if an exchange was possible, but that option is not available to customers who checkout as Guests. Live and learn.
Just a final follow up on this thread. I wanted to give thanks to HSN_Candace for all she did in helping me with my order. This might have been the first time I ordered from HSN, but with the level of customer service they provide, it will not be the last.
I’m sorry you received a defective phone.
You will receive a prepaid label to return the phone within 2 hours by email. I have waived the return label, so there wouldn’t be any added inconvenience to you. I also have processed your Price Guarantee of $32.77. The full refund will be processed, once the phone has been returned. Please let me know if you have any other questions.
Posted in Customer Service
02.14.17 2:59 PM