HSN, PLEASE, LISTEN TO YOUR AUDIENCE.
It pains me to see what was a great company lose its appeal and it’s customers!
Please, listen, to your audience and read the posts as it is providing you much needed feedback on where you are heading. You are losing customers consistently and most likely not getting vendors to renew their contracts…and why?
1. Shipping costs are simply getting too high.
2. Orders cannot be found and issues with returns.
3. Flex pay not being honored.
4. Customers feeling ‘betrayed’.
5. Vendor favorites are no longer presenting or simply no longer using HSN as an outlet.
6. HSN integrity and identity is mirroring QVC.
7. …and so on.
HSN, all the above is repairable! I know you can do it! Get your team together to analyze the situations and find the resolutions with your Department Heads. Your customers have been loyal for years so open up communication and provide them with better options. Listen to your customers for what works and what doesn’t. Bring the integrity back by keeping it honest! Set standards for the products/vendors to meet before they sell especially if they are claiming effectiveness and quality. If you need mystery shoppers or products testers, you have a database at your disposal. Criteria and feedback is a huge positive in maintaining your standing in the industry. I still have faith in HSN to do the right thing. I’m crossing my fingers that the Dept Heads will earn their salaries by remembering who ‘ultimately’ pays them…the customer. Without the customer, Vendors may cease to seek you out as an outlet if you cannot provide a strong customer base.
Food for thought….
A Customer who loved HSN…
I have noticed that whomever/whatever is packing/shipping the HSN items I have purchased wants the items to be damaged or missing before they reach my home. I have Jay King $100+ pieces packaged in plastic bags. The JK boxes are crushed, but the jewelry has not been damaged yet. No way you could gift the items in swap-meet packaging. The boxes I have received have been half taped, so items could very easily be removed without ripping or cutting the box open. How nothing fell out is due to the expert handling of the UPS staff. Several of the boxes were crushed due to poor taping and lack of packing material in the box to fill the empty space. On top of all this, they are raising the shipping costs. I’m another unhappy HSN customer.
Hi Sanibelsheller, thanks for your post. I agree that if S/H has increased, the service should also reflect better quality – you are paying for it after all! Totally up to you but I would contact Customer Service and/or provide feedback on your experience. The FEEDBACK is located on the bottom of the page under ‘Important Info’. Perhaps they will offer you a credit on your shipping and handling cost – can’t hurt to ask!
mspaper you are incorrect it’s the other around liberty commuications has owend shares in hsn and also owns qvc. liberty bought out the rest of hsn.
Lets remember what this thread is about….listening to the audience (the consumer). I believe most corporate entities do like feedback as it keeps them on track of what is trending – good and bad alike. It provides the corporate core of what are the strengths and weaknesses within. It allows them to address issues or market trends.
To the OP
Diane Gilman had nothing to do with the Miracle Clean issues, Joy Mangano endorsed that product.
I’m the least likely person to defend big corporate America but some of the information here is incorrect. First, HSN has owned about a third of QVC for a number of years. Whether our Federal Trade Commission is doing its job enforcing anti-trust laws is a question, but these two companies have been conjoined for years.
Broadcast companies are strictly regulated on what they and can’t say, which is why I often shop online or by phone at shopping channels. They face strict consequences if they lie about their products. They’re also required to follow through on whatever promises they broadcast related to returns, and refunds. Here’s an example from 1996: https://www.ftc.gov/news-events/press-releases/1996/07/home-shopping-network-settles-ftc-charges-advertising-claims.
Try dealing with online catalogs (Amazon excepted because it self-regulates) which often publish misleading descriptions and provide terrible customer service.
People generalize from their personal experiences. I’m sure there are individual problems that make people want to shop elsewhere, but if things were as terrible as reported here, the FTC would be all over HSN.
Bye-Bye to all of them since they couldn’t care less about the customers. These channels no longer have the integrity they use to. As one person commented here, the department stores have great items, at great prices with no shipping cost. As they say, all things come to an end.
I went shopping this morning for Christmas presents at a regular department store and the values were absolutely fabulous. There were discounts and coupons and amazing markdowns. I know I can return items without outrageous shipping charges too. HSN can not compete with the beautiful purchases I made today at a fraction of the cost of HSN. I use to be one of their most valued customer, but no more. Quality has gone down while prices have gone up.
I just hope these issues can be straightened out, I hope to not lose Dr. Nassif and also I wanted to add this is no reflection on the designers just the product quality due to smell and shipping methods along with outrageous shipping. You can fix this problem HSN! With all the horrible things happening in the world I loved my escape to a fun show! But when an item is 19.99 and shipping is 5.50 or more it is not so fun. 😒
I have to say I am usually so positive but I have noticed I have not purchased anything for quite awhile from HSN because the quality and the awful shipping charges. I have gotten a couple of things from QVC which I have never used but the quality was so high end. The fact that the Diane Gilman issue with the horrendous smell and potential health risk due to the chemicals is one reason for my attitude. So many people have said things and it is never addressed or taken care of. I love her clothes but cannot risk my health with that scary sulfur smell. It seems the fashions have gone to HSN brand and Colleen’s ever expanding brand. With the likes of the popular QVC girl and her beautiful clothing offers of excellent brands it seems the above statement may be true! Let Hsn have the cheap and stench filled clothing while they have literally beautiful things that come wrapped so nice. That is another thing…. what happened to decent packaging? Everything is in a bag, wrinkled beyond belief, often shipped with more than one item and charged shipping for each one! I’m so sad and disappointed. I so wish someone would actually address the smell of the Gilman line. For all the comments it is never answered. I love my Lessman but how could you mess his products up? I was going to buy some velvet last night but was afraid of the smell and the shipping was outrageous! Really. Sad.
Thank you for responding. I know there was concerns over the Miracle Clean product as you can read on board. I was not aware of these other issues you mention. I hope HSN will listen and perhaps implement some new processes to alleviate the ongoing concerns of their customers.
Thanks Oodiebom ! It is just getting painful. I’m seeing more negative than positive so I sure do hope HSN pulls up their boot straps and take a stand to make HSN better again. I guess time will tell – as the saying goes! I sure do miss the old HSN. I miss the fun that seemed to envelope the experience of shopping with them.
Wow Blue-Eyes2 I applaud your remarks. I have been a customer almost from the beginning. I watched years ago when HSN was almost bankrupt and was sold to Barry Diller who brought it back to life. We had new vendors, remarkable events and wonderful products. The ownership is now back to previous owners who wanted to make QVC the place to go. Evidently, they want to keep it that way. When the takeover occurred, HSN was so far ahead of QVC even within the NY Stock Exchange. Now it is nothing but a downhill spiral. I surmise the takeover was not to make HSN better, but to beat it into the ground until it becomes non existent and to use the merger as an excuse to compete with Amazon and also Ebay. Really a sad state of affairs considering where HSN was just a year ago. Probably on their own HSN could have competed without any problems. So sad to watch something you loved go down the tubes because management wants to end the first and best shopping network.
Posted in Talk Among Yourselves
11.17.18 4:39 PM