What happened to Customer Service?

Good morning. I just experienced one of the worst calls I have ever encountered with the customer servicer team. As someone that has worked with the public for years, I understand how demanding and stressful calls can be. I also understand that representatives may have to become stern when warranted. Key phrase being when warranted. I have been trying to track down a return for almost two months. I do not believe that I have ever returned any product to HSN so I mistakenly returned it first class mail with no tracking number. I know I know. Shame on me. I called to inquire about the return about a month ago. I cannot remember the agent’s name but she was very kind and told me to call back after 21 days.

Today over 21 days later, I called and was speaking to Laura. I explained what happened, politely, acknowledged my mistake with the tracking number, and awaited her response as she spoke to her manager. She came back to the call and told me with out a tracking number I’d have to wait it out. That’s fine. I totally understand.

I tried to ask follow up questions like what happens if it never arrives, is there a credit option (as I shop fairly often and not concerned if that’s the only option). She began to raise her voice, interrupt me and talk over me repeating that nothing can be done with out the tracking number. I said “excuse me, but you are talking over me.” To which she just continued to repeat herself. As this was not a scenario that would end well, I simply hung up, which is exactly what she wanted.

I understand that I made a mistake, but to be treated in that manner is just outrageous. I have never experienced this with HSN over the many years I have been a customer. I hope someone can contact me and pull that call to be reviewed.