The Customer Service experience from h***

SHARON818
07.09.25 2:08 PM

This morning, I had to call CS TWICE to check on why my bonus buy was not showing the discounted $31 off. The FIRST lady I spoke with could barely speak, was constantly hacking and sniffling into the phone (I understand they have to work but that was nearly intolerable). That would have been okay, but I literally had to fight to get a word in because she told me I ordered the TS on Tuesday at 10 pm and the BB on Wed at midnight. I literally had to stop her from speaking so I could remind her I’m on the WEST COAST. I’ve been shopping since 1983 and this was the FIRST CS experience that wasn’t positive. I ended up having to hang up and go to work. She left me on hold for over 5 minutes without even telling me she was going to put me on hold.

The second one – better – found out because I ordered the TS on AS, it wasn’t able to get the BB. That’s fine – not mentioned anywhere but I thought that might be the case. Order was already processing so I figured it couldn’t be cancelled but this CSR assured me he could cancel it. Instead, he cancelled an order that is NOW unavailable (sold out) and I am not happy. I ended up cancelling the TS not on AS that he added after he “cancelled” the AS (it was never cancelled, as I thought) and cancelling the BB completely. I accidentally cancelled another item but fixed that no problem.

So basically, the ONLY thing that two phone calls to CS did for me today was give me a horrible headache, start my day off on a sour note AND cancelled an item that I ordered when it was still available without my consent and now I can’t reorder it because of CS error. I CORRECTED MY OWN ORDER the best I could. CS just cancelled something I didn’t want nor ask to be cancelled, without my knowledge. He didn’t realize it until I called attention to it.

Another casualty of the PA move? I hope not.

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- hsn_timo
- Moderator
- 07.09.25 11:47 PM
@sharon818

We are so sorry about the inconvenience. Thank you for letting us know about what happened. We will let management know to address areas of opportunities. We completely understand your frustration when missing out on an item that is sold out. We hope you will accept $10 Kash as a sign of our apology. We are truly sorry. The kash will expire in 60 days and can be used immediately.
- SHARON818
  
  07.10.25 3:26 AM
  
  I appreciate your quick response to my comment. I honestly have never had a bad experience with HSN CS in 42 years of shopping with you, so to get two in the same day, albeit very different, was odd and frustrating. I think the cancelling of the one product that I really wanted AND the fact that both of the CSR truly didn’t know what they could and couldn’t do…and had to have a customer guide them was kind of mind blowing. Neither were willing to listen to what I was telling them and both were (obviously) working from home, when they need onej on one guidance.
  
  As for the $10 SK. Thank you. Not necessary but always welcomed. I am more concerned about your CSR getting trained correctly. Right now, they are following the horrible CS of QVC, not the great standards that HSN has always presented to me.
  
  Thank you. I hope that these two CSR get their training that they desperately need. There truly is a problem when the customer knows more about their job than they do, and they are NOT in training and left on their own.
  
  Good luck and thank you.