"NO FEE FOR 1 EXCHANGE" POLICY CHANGE ALERT
HSN has changed their “no S&H fee for one exchange” policy.
They are now charging the return S&H fee for an exchange!
The only way around that one is if it’s a defective item or a special circumstance.
I did get them to waive mine after a bit of insistence with the DG@ TS bermuda.
I had ordered one pair during the presale, unaware of the material change and the fabric content wasn’t loaded into the .com system yet, so I sized down my usual (the size chart always recommends a 10 and I always order a 4 or 6)!
When I saw the presentation they said these didn’t have the stretch of her flex or superstretch and to go true to size.
My presale size 6 had already processed,
I panicked and ordered a 2nd pair in size 10.
Well my size 6’s arrived and they fit perfect….go figure.
The sizing charts can leave one feeling in the dark
if one is trying out a new designer line or knows that a designer’s sizing is all over the map.
We should be able to plead our case and get the exchange fee waived. I’m hoping CS will be as flexible as they were with me.
Thanks for bringing this up, Gise! I was not exactly sure about the policy.
I just had an issue where I had to exchange jeans that didn’t fit like my others in the same size and style. The pair that was sent as an exchange also had funky sizing. At this point I was trying a 4th pair – 2 in 2 sizes.
I was told by a CS rep that we can only exchange once and if you’re still unhappy u must pay to return it.
I always follow the garment measurements and check the fabric contest and ease of stretch. @fairemaiden taught me that. The item was sold out by now anyways. This particular jean gave other customers the same problems I experienced w the sizing of the white color.
Anyways, I was lucky enough to speak to a very understanding CS rep after being turned down for waived return shipping by a different rep just a moment before.
I think it depends on the situation. If you base your size on the clothing chart and item is WAY off on sizes AND OTHER customers have stated this in the review section, then HSN should work with you to get the right size; you did everything right, it’s the clothing that is wrong. If an item is defective and you want another one of the item, then HSN should do what it can to get you a non-defective item and it that takes more than 1 exchange, you should NOT be charged for it.
I gave this examples because they have happened to me and CS has always been very helpful and I’ve never been charged for an exchange no matter how many times it took. In my case, it was due to bizarre sizing and/or the item being obviously defective. IMHO, if you are patient and are willing to work with CS, they will be willing to work with you to make everything right.
As much as I hate to admit this, I think it’s fair. If we order the wrong size or change our mind about the color, I don’t think HSN should eat the cost of postage. If they continue to pay the postage on an exchange, I bet EVERYONE will pay with higher prices. Of course, if the item is truly defective, HSN should and will waive shipping fees both ways. QVC adopted the same policy about a year ago. I pay very close attention to garment specifications and watch the videos from different devices to get a better idea of colors. Sometimes the color looks darker or lighter in pictures compared to the video. I think the videos give the truest color. Keep in mind the settings on our monitors and TV screen can alter the color too.
I agree with you both @southernlights55 and @mommyme.
A change of mind or ordering the wrong size without checking the size charts etc. aren’t a valid reason to get a fee waived. As you both mentioned there are some valid circumstances where one can work with CS. There was no fabric content on the TS posted on the site even during the presentations so I felt I was uninformed or misinformed.
Turns out both the 6’s and the 10″s fit me…go figure, so I won’t be exchanging or returning!
Oh my!! I haven’t been paying to attention and did not know of this change. This will change my shopping habits a bit. I’ll be waiting for free shipping notices!
@gise427, I believe it’s only considered an exchange if you receive the item and then call to exchange for another size and then send it back with the receipt marked exchange. In your case you ordered it, then ordered another pair after the first have shipped. I know its a technicality to you, because you couldn’t get the first size canceled before it went into process, so technically you had two orders in process and that is not an “exchange” in HSN’s thoughts. The whole sizing issue can be so off, it can drive you crazy. I am sorry you had to pay for two shipping charges. The same thing has happened to me before with the sizing. It does drive you crazy. @pixie 19533, you are correct QVC has no exchange process at all and no free shipping that I have ever seen, they also have no coupons ever.
Maybe I wasn’t clear,
actually @jadiva I originally ordered 2 pair during the presale both in size 6. One of them was on extended delivery and that’s the one I was able to cancel and reorder the larger size. As I said the information on fabric content was never posted on HSN .com which would make it difficult to make an informed decision. (not to mention Diane’s sizing issues).
I was only trying to inform others of the exchange policy and by stating my “circumstance” give others the knowledge / advice that they should contact CS with exchange issues that are not the fault of the customer. Purchases on a whim, impulse or having a change of mind doesn’t constitute a valid reason to ask for the fee to be waived.
Funny thing is ‘tho my size 6’s fit so do my size 10″s which arrived yesterday. Go figure.
So I won’t be returning or exchanging after all!
Good morning. I agree with all that was said above. However, if anyone has ever shopped on the other home shopping network (begins with a Q), HSN’s shipping charges are far more reasonable. That being said, repeated phone calls and/or e-mails is unacceptable.
HSN needs to ALWAYS give the very best customer service and they need to realize that like in your case most of the clothing lines sizes are all over the place. I think that a FREE return should always be an option for any valid reason on any item.
If a pan looks RED on TV or the hosts are calling it RED and when you get it, it’s far more Orange than Red that to me is a valid free return because not everyone wants Orange vs. Red. Make sense?
Now in my case I had a very difficult situation that needed to be resolved and it took some time because I’m disabled and we had so many customer service reps in our emails back n forth that we had some miscommunication along the way. I had many tears over that one but in the end the problem was fixed.
90% of the CS is very helpful and very caring. It may take a couple phone calls because maybe your talking to a new CS rep or a tired one and we all need to understand that and just simply make the call again and get a new CS rep to help us out. Between us I hope we have helped others.
I’m proud of HSN for lowering S&H so that more people can shop and adding more flexpays since last year. Super pumped about many more products having free S&H.
I’m happy things worked out for you and I’m happy you posted about it because others need to know to pursue the matter and even ask for a supervisor if you need to. I’m real proud of HSN in the past year.
Posted in Fashion
05.18.17 11:33 AM