Returns and Horrible Customer Service
I was belittled by a customer service agent and did report it to Corporate HQ. So glad the call was recorded. The subject is returns.I returned a $200 item that was defective. I followed the rules and it is apparently lost somewhere. HSN won’t help as they blame it on UPS. UPS won’t help (I filed a claim) as they blame HSN. The exact return instructions for UPS are
Drop off your package at any UPS store or UPS drop box
As an aside, USPS instructions state
Drop off your package at any local Post Office or postal location (including your mailbox) or schedule a free postal carrier
I know common sense must prevail at all times and mailbox theft could happen anywhere.
At the UPS store it was 12/19. The massive line was directed to a table for drop offs only. Prepaid label. I followed the directions. I have left other returns at my mailbox. Again, I always use common sense. I have used UPS drop boxes before if the package was small enough. The agent chastised me as lacking common sense because I didn’t get a receipt. Again, I have common sense. How would I get a receipt from a UPS drop box? For the postal worker, does one need to wait outside for him/her to come by? Your return instructions are mis-leading. Again, I have common sense and don’t appreciate being told I should practice more common sense. Yes, a direct quote from the agent. So hope management has their speakers loud enough to hear their agent. I know many will say, lesson learned – don’t follow HSN instructions, always get a receipt. Lesson learned for me but I will never have to practice that little tidbit as I will never purchase another item from HSN again. My last resort to get my $200 back was to file a complaint with BBB.
It is good you see the package on its way to you. I would like a refund of $217 as I have been waiting since 12/19.
Please issue a total refund for over $217.00. The product plus my original shipping since the item was defective.
@emt1404 I really am sorry for the way that your concern was handled by one of our team members. I know you and I had discussed this in a previous post and apologize that your return hasn’t been received at our warehouse. I just double checked the tracking number you provided and see that is indeed on it’s way back to us. It looks like due to the holidays and the influx of packages, it took a little bit to start movement in the UPS system.
I know that’s certainly a relief and can’t apologize enough for the experience you had with us recently.
Posted in Customer Service
01.07.19 2:43 PM