Worst Customer Service
I have experienced the worst Customer service experience I have ever had.
This is part of the experience that I received.
You are now chatting with Rachael. It’s my pleasure to assist you today.
Rachael: I am ready to help you, please send me what you have so far and you can continue typing the rest of the message.
KaitlinL: Hi Rachael, I want to apologize in advance. I’m upset at the moment. I ordered a product that was set up for 2 day shipping. It is still saying it is in packaging. I was told by somebody that because of the product I ordered once and was shipped twice due to the address mistake, I would receive a full refund because I haven’t received that initial product. Not only have I not received the refund within the 6 business days like they explained, I never received the initial product and the other product that I ordered hasn’t even been shipped yet.
KaitlinL: Needless to say I’m quite upset about the situation so far.
Rachael: Oh no! I can understand your concern.
Rachael: Please allow me 2-3 minutes to investigate this matter.
Rachael: I am sorry for the delay, please allow me another minute or two to review this.
Rachael: Okay. I think i may have it. This is for the Acer?
KaitlinL: The original one I ordered was for the Acer SmartBands. The second order was for Swipe C Smartwatch.
KaitlinL: The Acer Smartbands I never received. I had my boyfriend call and they said they would try a second time without charge.
KaitlinL: I didn’t receive those I sent an email stating I hadn’t received them and wanted my credit card refunded. I was told I would receive a refund in 6 business days.
KaitlinL: I haven’t received the refund or the product. Then I submitted a brand new order for the Swipe C with the accurate address.
KaitlinL: That product hasn’t been shipped and I paid extra for two day shipping.
Rachael: Okay. I apologize but the order is set to 2-day shipping however it does not show it has been shipped.
KaitlinL: I spend about $20 more for faster shipping and this is becoming no faster than regular shipping.
KaitlinL: I understand it was set up for two day shipping, but this is becoming a nuisance.
Rachael: I will be refunding all of the shipping back to you. I can understand your frustration.
Rachael: It should show as a credit within the next 3-business days.
Rachael: The Acer had an exchange that was issued and that seems to be why you were not credited for that order.
Rachael: It would need to be returned to receive a refund.
KaitlinL: I can’t return the item. I never received either item.
KaitlinL: It never came to my dad’s house or my apartment. How am I suppose to return an item that I don’t hav.e
KaitlinL: I want my money back on my credit card. It is bad enough that I received interest charges on the credit card because of this. I should have received the product over a month ago.
Rachael: I will be happy to refund the second order for the non receipt.
KaitlinL: I emailed somebody about the Acer bands after they had sent out the exchange because I didn’t receive them.
KaitlinL: I was told that I would be refunded in no later than 6 business days and now I’m going to have to wait an additional 3 business days to get my money back on a mistake that wasn’t entirely my fault it was just as much HSN’s fault.
KaitlinL: I’m angry because this is terrible customer service.
Rachael: Kaitlin, after reviewing the notes it shows that we were unable to issue a full refund due to the item was sent to the address. i recommend that you please call 1-800-933-2887 for further assistance.
Rachael: Do you have any questions about the information?
KaitlinL: I need to be refunded the full amount because I requested the address be changed and HSN didn’t change the address.
Rachael: As stated in the email that was sent we did not get the request for the address change until after the order was placed. I apologize if I request a refund it will be declined.
Email received from HSN prior to me live chatting with the two individuals on the this message.
Oh no! I’m terribly sorry that you haven’t received your Acer SmartBands. We always want your orders to arrive in a timely fashion.
Kaitlin, with the order having been placed on HSN.com, we ask our customers to realize that our website is considered "self-serve". The Order Review page is the last step before an order is submitted and that is where a customer is asked to confirm the shipping address, the charge card being used, and so forth. Sadly, once the order has been placed, we are unable to change the address or shipping method, even for an exchange. When the replacement order was set up, it was sent to the same address indicated on the original order.
I checked on the order details, and I see that the tracking details don’t update after 02/12/2016 with the transfer to the post office. Since we had expected to have this item to you no later than 02/18/2018, I believe that it is likely your package was lost in shipping or otherwise undeliverable. I’ve gone ahead and requested that our Customer Accounts Team review the order and issue a refund for the non-receipt of your item. They handle all requests on a case by case basis, so please allow up to 3 business days for them to process this. Once your refund is issued it may take up to an additional 3 business days to reflect on your account.
I’m truly sorry that there wasn’t more I could personally assist with, but rest assured that your voice has been heard by the appropriate team. If you have any further questions or concerns please do not hesitate to contact us. Thank you for shopping with HSN.
Another Live chat
00:04:11 Gregory : Hello and welcome back. I am trying to read everything that you have just put in this chat.
00:05:14 KaitlinL : I understand.
00:06:10 Gregory : we did not get the request for the address change until after the order was placed. I apologize if the request a refund will be declined.
00:06:41 KaitlinL : ARE YOU SERIOUS!!!
00:06:53 Gregory : What would be in your best interest at this time is to call in to speak to a supervisor in regards to this matter. We will make certain we do out best to make it up to you.
00:07:00 KaitlinL : DID YOU READ ANY OF THE STUFF THAT I JUST SENT YOU???
00:07:23 Gregory : Yes because I am not authorized to issue a refund due to the research that has been done.
00:07:31 KaitlinL : I CAN’T CALL IN I’M AT WORK RIGHT NOW!!! I work 2nd shift and don’t have time to call in.
00:08:07 Gregory : 1-800-933-2887 from 8 a.m. – 1 a.m. Eastern Time. Ask to speak to a supervisor in order to authorize this for you. This is not something that I can authorize.
00:08:17 Gregory : I wish there was more I could do to help.
I always had nice Customer Service Reps.
I am so sorry and hoping you get your problem solved:)
Peace and love:)
Hi Lee 1994. I am sorry you are having such s hard time. But HSN is wonderful at taking care of issues. Sometimes it takes time but they do. I hope it will be resolved soon. Tori
, I’m very sorry to see what has transpired with this order but there is nothing else that can be done at this time. It looks like they are still trying to locate the SmartBands packages. Once this investigation is complete, you should be contacted regarding this matter with more information.
I’m also sorry that your recent order does not have any tracking info at this time. I do see that you spoke to a supervisor about this and they are going to refund the S&H costs once your order is processed.
I agree when HSN has a clearance they mean business and the prices are great!:womanhappy:
Posted in Customer Service
06.04.15 8:17 PM