Appalling Customer Service Letter
I am posting this here because I want the entire HSN community to see this. I received a letter today from someone in management I assume, at HSN telling me that since I had a large return over the last while if I continue to return items they will cancel my account. The letter goes on to say how inventory is tight and when something is returned they can’t resell it. Pardon me? Its not like shipping and returns were free on these items either, I paid both ways because I wanted to try these two brands. Being new to both Diane Gilman and Iman I purchased several items in two sizes. Sadly nothing fit and I returned it all. Perhaps HSN should instruct their on air hosts then to refrain from the "try it, get it home for 30 days, if you don’t like it return it, that’s the beauty of HSN, etc.." sales pitch as it directly contradicts the letter I just received. Needless to say this letter had me flabbergasted, particularly since I have purchased so much from HSN over the years and kept most of it. Again, needless to say there will be no more purchases from HSN, ever, and neither should any of you until as customers we are treated with respect. If the return policy no longer works for HSN then change it, but don’t tout a policy that is supposed to distinguish you from brick and mortar, that your own hosts push to the nth degree, and then decide when your customers take advantage of this policy, oh sorry, we really didn’t mean it. Appalling customer service, particularly when there are so many outlets vying for our discretionary dollars. I do hope whoever monitors this Facebook page reads this.
I have made a lot of returns to HSN over the many, many years I’ve been shopping and have never received a letter. I would be outraged if I did. What other store would ever deny a return based on the quantity of things you have returned. And YOU paid to make those returns. You can only guess at what is your correct size when ordering. Many items don’t work as they claimed or don’t work at all. Getting banned for returns – returns are the hazzard of any company – but they aren’t rude and say “you can’t shop here anymore.”
I got the letter today. Out of 20 items ordered I returned 2. One was defective when it came the other was clothing that I don’t know sized it but they need to learn to read a ruler. So I called them up and told them to go to well you know where then closed my account. I don’t like threats and that was not an unreasonable return rate especially since one of the two items was defective.
Well, then, you know what HSN? Spell it out for us. Is there anywhere that tells us when our accounts will be terminated for too many returns? Surely there’s some formula that spits out a computerized letter, so what is it? That guideline should absolutely, positively be listed online somewhere. To hit your customers with this from out of the blue when the company promotes easy returns and the customer pays for returns is appalling, in my opinion. Let us know what it is or are you afraid to put it out there because it’s just that snarky.
Perhaps it’s not the amount of items returned, but the reason for the returns. Just trying to figure it out too. I don’t like to order clothes because I have to try them on. I do love the Women in Control brand and can order them with confidence. I keep more than I return.
I agree that HSN should be more concise when it comes to their return policy. Also, hosts need to stop making returns sound so simple.
I used to work part-time for the other shopping channel, and it would drive me nuts when I would hear the hosts make it sound like the reps were right there watching them sell these products. Most of the reps were college students who couldn’t distringuish moles-skin pants from a gold bomber jacket. These reps need a job. They are not home interiors, fashion designers, or make up artists. Most of them have never seen the any of the products. I know I digressed but I thought I would just throw that in 🙂
Hi all, just read your post Max 5620, I also got that letter and also had a hard time with sizes in both Diane Gillman and Iman fashions. They are nowhere near standard sizes! I totally agree with everything you wrote, that letter makes me want to cancel the item I have on order right now. Thank you for sharing your situation – at least I do not feel like I am the only one! I did call customer service to complain about it and they did not seem to care one bit. We can all easily take our business elsewhere in the future!!! and to ITZME, I live in New York City and work with all the major department stores, they all will take anything back anytime and with very few restrictions It is called good customer service.
Thank you, Snow.
I agree with Massha and MsLomo. Purchasing clothing lines on Hsn has to be frustrating because lets face it, not all women are one size only and with manufacturing in other Asian countries where their sizing is much different than the USA, it’s twice as difficult to figure out what size you need. Going to box stores is much easier, you try it on for its fit…that’s EASY.
I fully agree that Hsn has to have a separate policy on this issue and this very issue has arisen thousands of times from distressed customers. I do not buy clothing from Hsn because: 1) I do not like many of their clothing styles or clothing lines, 2) I do not like the low quality materials in their clothing lines, 3) I am hard-to-fit for styles by the standard sizing charts Hsn provides…therefore I rarely buy clothing from Hsn. I do commensurate with those who do attempt to buy from Hsn. A reasonable Hsn customer that purchases with few returns should NOT have to be bullied by their returns, unless they are EXCESSIVE and abusing the system.
In the past, this forum has complained over and over, Diane Gilman fashions sizing has changed for the worse and yet Hsn has not addressed this issue with Diane’s company…if the problem continues with Diane’s sizing issue, there WILL BE MORE RETURNS..its that simple.
Possibly in the future, Max5620, you might want to call customer service and voice your concerns before returning and why you are returning. I might also add that the return slip, there needs to be a more detailed explanation to check than the usual limited checked boxes…you should be able to explain more about your return if possible.
How on EARTH will a person know if something fits or not if they don’t order and try? Come on, folks, you HAVE to agree that Diane Gilman’s items in particular are not well fitting – at least, not for all women. Personally, I have to send them back every time I buy into the hype and venture to try.
For one thing, HSN DOES sell returned products! Come on now, we all know that, we all received obvious returns, so enough of that. It is not like it’s a secret, but it is annoying when they say otherwise. And that’s all right, as long as they don’t send us defective products.
More importantly, and I have been posting about that many times and I will repeat again- it is entirely way too deceptive for the hosts to keep on droning that we can return things. There has to be a clear policy that is well known, or else HSN is setting itself for a whale of a lawsuit, eventually. [for fraudelent selling practices and or misleading advertising]
This song and dance again?
Sorry but I can’t sympathize with you. Your returns hike prices at HSN. I think they have an excellent return policy and their customer service is the best around. I doubt brick and mortar stores would tolerate a customer who buys a lot and then decides to return items. I know first hand with a certain person I once worked with. She’d go to Macy’s of Firday and buy up a storm and then every Monday without fail she’d go back and return most everything. They got to know her and it was put to an end by the store manager.
You should take the letter as a "heads up." It does not mean you are a bad person, but you have returned a significnt amount of merchndise (more than "several"), and this costs HSN a lot of money — money which ultimately results in higher costs for the rest of us.
When it comes to clothing, some people are hard to fit. Again, this does not make that person bad, but it means that online shopping may not be the best option for most clothing items.
in regards to this policy, it is neither new nor exclusive to HSN. QVC has a similar policy, and people regularly post on their boards after receiving "the letter." Other online retailers as well as brick and mortar stores are beginning to track and limit returns,
We need to remember that retailers are in business to make money. They are not our friends. They are not our family. If we cost them monehy in excessive returns and by tying up inventory (money which shipping and handling scarecely covers), then then it is in the retailer’s best interest to fire us as customers.
So, take it as a warning. Reexamine your purchasing habits. Make smarter purchasing decisions. After all, a self-righteous post on message boards or even a call to HSN is ultimately meaningless if you are costing them money, and it is meaningless to others who ultimately have to pay for these returns in the form of higher prices..
Your account is not already canceled . I love HSN and yes from time to time I do return items . I keep 10 times more than I return though. The return policy is better at HSN than other shopping networks . HSNs Customer Service is second to none, it is the best . My shoppng experiences with HSN has been very positive . After over a decade of shopping with HSN , I still find them a wonderful place to shop.
Posted in Talk Among Yourselves
08.18.15 4:34 PM