Sent the wrong laptop! Beware….if you haven’t opened your order yet…do so now!
I am very disappointed. Before Christmas, my husband asked me what I wanted. I showed him a laptop on HSN. He ordered it and because we were away for the holidays, I didn’t open it until yesterday. Well, he had ordered a purple laptop and that was what was on the packing slip. Imagine my surprise when I opened the box and the laptop was RED!
I called customer service yesterday and had an unsatisfactory call. The guy I talked to said that the laptop I wanted was in stock and he could send me a purple one. He didn’t apologize for the mistake or anything. He said that he would send me a return label. When I tried to ask questions regarding the return he became dismissive and seemed to be trying to get me off the phone. I wanted to clarify, by item number, that the laptop was in stock. I read the item number to him and he said that yes, we have it in stock. At that point, he quickly hung up so I couldn’t ask more questions. Well, I checked online and NO it isn’t in stock! Not only that, but when I seach the item number, I get a message that the item number can’t be found.
Now, I am stuck. I really wanted the laptop because this model doesn’t have a touchscreen. I was happy because it came in my favorite color, but that is only secondary to the the features. So, do I keep the red one (which wasn’t the one ordered) OR return it and HOPE that the customer service guy was right and they DO have some in stock that aren’t on the website?
At this point, I am a very dissatisfied customer and I just might return the laptop and go to a big box store (Best Buy) where I can at least feel comfortable that what I am buying is what I will be receiving.
Ryan from HSN has been in contact with me. It appears that the problem is on its way to being solved. I will be returning the red one that wasn’t ordered for the purple one that was ordered. Ryan is awesome! All my questions were answered and my faith in HSN customer service has been restored!
They might have sold out of the purple, and thought that you would appreciate the red. Now, a few purple ones might have ‘come in’.
If the local store has the one you want at a similar price … I would go buy it there. Otherwise, call back and ask for a supervisor.
Susiecat — try posting this in customer service, or call the cs line again and talk to someone else. You should be able to exchange it for the correct color and be confident that they have one in stock. I wouldn’t send anything back until you know for sure that there’s one ready to come back to you.
Posted in Electronics
01.11.15 3:29 PM