Rip off

Thank you, Frank, for using our Live Chat feature.

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Per your request, the transcript of our session is as follows:

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00:00:22 FrankK : help shipment lost
00:00:22 Sarah : Hi there, Frank! Welcome to Live Chat! What can I help you with today?
00:00:52 Sarah : I’m very sorry to hear that your package didn’t find its way to you; I know how frustrating that is. Do you have the order number so I can take a look?
00:01:59 FrankK : XXXXXXXXXX
00:02:13 Sarah : Ok for the Leggings ordered on 04/30?
00:02:22 FrankK : yes
00:03:46 Sarah : Sadly at this time, we are going to assume the package is lost in shipping, I have reported this to UPS so that they can investigate.
00:04:14 FrankK : Will you replace the shipment?
00:04:40 Sarah : We sure can! Please allow me 2 minutes to process that exchange
00:05:05 FrankK : O.K.
00:07:27 Sarah : Ok, I do apologize, but it is not allowing a replacement to be sent until 05/22. I’m afraid you would have to reach back out to us on 05/22 for a replacement or refund at that time. I’m so sorry I was unable to assist you with that replacement.
00:08:17 FrankK : I will never shop here again with that policy
00:08:56 Sarah : Its not often that the system does not allow a replacement or a refund for so long. I did try a few different things to get the replacement on the way, but I’m afraid there is no way around it. I am terribly sorry for the inconvenience this has caused you.
00:10:33 Sarah : I’m very sorry you experienced this as it is not a normal customer experience with HSN. It is my hope that you give us a chance to assist you in the future.
00:10:47 FrankK : I will post this reponse chat on Social Media to warn others about this treatment.
00:11:17 Sarah : I’m sorry you feel that way, but as I stated, this is an odd and rare occurrence.
00:11:39 Sarah : Normally, a refund or replacement can be sent, but it is not allowing me to process either. I’m so sorry I didn’t have better news for you.
00:13:03 Sarah : I’m sorry I was unable to offer you additional options today. Is there anything else I can assist you with?
00:13:08 FrankK : I am going to dispute this transaction with American Express
00:13:48 Sarah : I would advise against that as it will stop you from being able to order with us again, but I understand your frustration. We can refund or replace it, just not until 05/22.
00:15:10 FrankK : Off Moters’Day
00:15:39 Sarah : I do apologize for the anger, but I understand and wish I were able to help today. I’m so sorry that I am not able to help.
00:17:23 Sarah : I am terribly sorry for the troubles this has caused you. Is there anything else I can help out with?
00:18:30 Sarah : I’m sorry, I have not seen a response. Are you still with me?
00:19:08 Sarah : Are we still connected? I’m going to wait just a bit longer to see if we are still able to chat.
00:19:40 Sarah : I am very sorry, but I haven’t heard from you in a little while and I must say goodbye. If you still need assistance, please begin a new chat session or call us at 1-800-933-2887 from 8am – 1am EST. Have a great day!

**Edited by HSN: Removed the link and personal information to comply with Community Guidelines**

If it’s within 30 days from your purchase date, we can do a price adjustment for you. Let me know the order number and I’ll see if I can take care of that for you.