no notice that item had no HSN return label
I purchased a Wagner steamer the other day. Seemed like a reliable named product. Box arrived and opened to find the product not wrapped like it should be—the plastic bags lose in the box and item not arranged like should be coming from the factory. I saw that I had to return it myself—no return shipping label–which means will be pricey. I called customer service and they said that Wagner only does return labels for an exchange! I said why would I want another from this company when they apparently were trying to pawn off a “used” or at least opened item? Got nowhere with cust service even though I’ve been a loyal customer for decades. I went back and checked the video demo and the written description–nowhere does it warn buyers that a return has to be paid by buyer. Deceptive marketing for sure! BUYER BEWARE.
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Moderator- 02.14.26 4:41 AM
I appreciate your honest feedback, @beachpaldog, @bobzi, @mslomo & @pat210, and I am genuinely sorry this has been your experience. Although not all items are included in our EZReturn Label Program we can always preview this information with the item number of interest. Just reach out here directly in the Community Forum, Chatting Live with us or by calling in to a live agent at HSN Customer Service 1-800-284-3900. 8am – 1am / Mon-Sun for the fastest service. Hearing directly from our customers helps us understand these frustrations. We don’t always get it right, but we value this insight so that we know exactly where we’re falling short. Thank you for bringing this to light.
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What?? @hsn_kymberlie, I read @beachpaldog OP and the responses, including your response. Yes, companies have the right not to participate in the EZ Return Label program, but HSN MUST INFORM the customer before the purchase that return shipping will be the responsibility of the buyer. The cost of return shipping is a very important consideration in the transaction, and the OP is 100-percent correct. While I agree with you that this is a matter for “future consideration,” this is also a RIGHT NOW matter, and the OP needs to be reimbursed for the difference between what she paid for on-her-own shipping and the cost of the EZ Return Label. The responses from customers on this thread hit the nail on the head. This needs to be handled ASAP., and I am very surprised and disappointed that a company like HSN that has been in the online-shopping business for years would engage in such nondisclosure.
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Totally agree with beachpaildog. HSN should make sure hosts somehow indicate that returns will be on your own and not an EZ return. This can be a major unexpected expense for customers if something goes wrong with the order. It’s okay that it’s like this; it’s not okay that the customer isn’t informed.
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- Moderator
- 01.24.26 12:13 AM
I understand the concerns with the return process, @beachpaildog, we truly care about being forth coming. It’s true some of our vendors do not participate in our EZreturn label program, and so their items specifically would not include a pre-paid label. I apologize for the great inconvenience this information has caused. Your voice is truly valued and will be reviewed by the appropriate teams for future considerations. Without your feedback we would not be able to improve our shopping experience. Thank you for taking the time to share your thoughts with us.
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This has happened to me on a Coop item as well. The only fair thing to do is make sure during the presentations and in the online description that it clearly states customer must return at their own expense. If prepaid return shipping labels are included in most other products we’ve ordered, don’t expect us to think all orders would not include them. Also, orders always use to contain a UPS and a USPS label so we could return the most convenient way. A good bit of the time they no longer are included. Please always include or make a UPS online label available to print as the USPS is not as quick or dependable. One last comment on this, please tell the people packaging these orders to check the labels in the printers before sealing up the packages. Half the time if there is a return label it is either not legible from low ink or is cut off on the side of the label making it not able to be used.
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There have been several posts about return shipping being paid by the customer. Some companies include return shipping labels, others do not.
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Hi–I am not complaining about a company’s right to decide whether or not to provide a discounted return postage label. Wagner has that right. I’m complaining that HSN has apparently two ways returns are handled, and there is no transparency, when you are ordering, on which way it would be handled. If there was a notice, either at demo or at the order site, that returns are “self paid”, then fine. It is then up to me to decide whether to order and risk the return postage charges. HSN did neither for this item. these two approach to returns are not disclosed on their return policy page. It would be logical for a HSN item purchaser, like me who has been a long time customer, to assume–since there was nothing to indicate otherwise–that returns for “not new” would be handled the routine way with a discounted return label. does this mean that every large purchase’s return would have to be confirmed by customer service prior to an order? I’m not asking for a free return label; just their usual discounted one. HSN’s lack of transparency for this online purchase return requirement feels, well, at very best, unfair. maybe even worse.
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Posted in Talk Among Yourselves
8 Replies
02.14.26 4:41 AM
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