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 HSN’s business model and/or 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 was hoping someone from HSN would tell us how it is decided when someone should receive this letter. Is it that there is only a certain percentage of total items purchased that is allowed to be returned or is it a specific number of items? I have returned a few items this year. I would like to know if/or when I am approaching this limit because I would hate to receive this letter. I would have to stop purchasing clothing and footwear because there is only a 50% chance of something fitting. Thank you.
HSN is not going to share the criteria because some of these situtions require individual attention.
if it is like QVC, it is a specific percentage within a specific time frame; however, there are some eceptions. For instance, is someone purchases two items and six months and returns one, a letter is not warranted If someone purchases 50 items and returns 25, then I am sure a letter will be sent. The percentage is still the same, but the second scenario is an example of a customer which costs the company a lot more money.
Because of these variations, it is likely that frontline customer service personnel do not have all of the details.
The letter is your warning. It is not an account cancellation. It notifies you that your returns are excessive and that you need to make smarter purchasing decisions. Ultimately, while many may want to blame the sales person for a poor choice, we are the ones who make the decision.
I can see items that can’t be resold costing HSN more money, but a customer service rep told me not to worry about things like jewelry or clothing as they had a store outlet that sells returned goods and if they are too messed up, go to charities. Now food, cosmetics, skin creams, and worthless supplements obviously cannot be resold or donated, so these these items cost HSN more, I do not know if that is a factor.
I know women that have used 2/3 of an expensive lotion, cream, makeup, nail polish, and perfume, then take what little is left back to the store for a refund, the higher end stores usually will give a refund, or at the very least exchange for another item of similar value, and many women have caught on to this being a way to never pay for anything. It burns me up. Yes, I worked at a high end store part time when my kids were little.
What I think they are saying is that HSN is not a local store where we can take several items into a dressing room to see which looks best. Also, what is expected that HSN will do with the returned items? No other customer wants to pay for returned items.
I’ve ordered a couple of outfits from HSN that turned out to be a bit too large. I didn’t return them, I kept them but re-ordered a smaller size. Now I know what size to get in the future.
At outlets the assumption is that the items are returns, defects and overstocks. At Shopping Channels, customers expect to receive Brand New items, unless indication is otherwise.
On more than on occasion I’ve received items that were obviously and visibly worn and returned so it does happen….
I posted on the other thread where someone got that letter!. I had been in retail most of my life. And saw many things returned for the silliest of reasons (oh well the moon was blue when I bought it), no reasons, or where people felt they had to make up a reason.
Many people save themselves money (I have an aunt who used to do this), would buy a dress for a certain event, (somehow disguise the tags) and return the dress a couple days later. This happens more than a person might believe possible.
But on the other side of the coin, the hosts do say " buy it and try it and if you don’t LOVE it send it back".
I think HSN needs to change this policy or make some qualifications when they say it.
Oh and to the people who write these posts: as you can see you don’t get much sympathy from the community because IF you are serial returners then you are costing US money. And you are not getting us to stop buying here for a problem that you apparently brought on yourself.
Max, unless you bought something that had to be shipped directly from the manufacturer, you only paid for the return shipping. HSN refunds your entire purchase price plus shipping. If you use their return label, then they deduct your return shipping from your refund. That means that HSN has footed the bill for a lot of shipping if you’ve returned a lot of stuff.
I’m done with hsn because of this. Altough i didn’t experience this myself, i cant spend money here if thats their attitude. I just blogged about their spin 2 win game which i never win nor do i see who does. Too much neg from them not to mention my wife bought an hp laptop that was faulty. Shes a techy so she just fixed it instead of returning it. Smh.
This is why I no longer buy clothing or shoes online, I also do not buy cosmetics, skin creams, perfumes, food, pills, cleansers, personal or household, etc… I now stick to jewelry from vendors I trust, and large name brand appliances that I have had good luck with.
Max, sorry you got a letter. There is someone else who just posted about this same letter on another thread thread. What I wrote there applies here. If the hosts say buy it and return it, try it out with our great 30 day policy then why send customers with a letter? Some people buy an item I multiple sizes due to inconsistent sized items, or get defective merchandise, and those returns shouldn’t be a negative against the consumer.
They certainly do resell their returned items. I’ve received many a returned item. I check it over carefully and wash before wearing
I’m new here, and don’t have much experience with these boards, but I WILL NOT be doing my Holiday shopping with HSN this year!!
I wasn’t aware of this practice by HSN until I read about it here on the forums about six months or so ago. Since then I’ve been really careful about sending anything back. I don’t listen to what the hosts say about returning, it’s true to a point but, they don’t explain the consequences of returning. Since I now know about this policy I don’t order as much, or I double think whether what I just placed an order for I should really buy or not. I hope HSN doesn’t start cancelling accounts because you’ve been cancelling orders before they ship….otherwise I’m in deep …emmm trouble!!!
Yes. I have been blocked from ordering as well. Mind you I did plenty of research for the clothing lines reading the reviews to get how the sizing really is, reading the charts for what sizes to buy, reading the descriptions of the products, customer questions and answers, etc. With jewelery like rings sometimes you need to buy 2 sizes and see which one you like better for fit (some wide bands require you to go up a size). So, I’m right there with you sister.
I could’ve written your post word for word including the hosts ‘pushing their fabulous return policy with no risk to you’ (EXCEPT that you pay for shipping both ways) only for them to block our accounts. I tried Iman and Diane Gilman as well (hours of research trying to figure out the sizing vs what customers say) to no avail – returned them all. Of course they don’t take into account the items sent that were sewn wrong. I had one blouse with a cuff that you could NOT get your hand through it was that much smaller than the other cuff. Bad workmanship or lying about inseems, sewing mistakes doesn’t phase HSN in the least. Or the earings from Jean Dousset I had to send back because of a manufacturing error confirmed by customer service when I called – had a shiny blue oil slick rainbow kind of thing going on on one earing….
There’s always QVC, Amazon and TJ Maxx, girlfriend. Never have had a problem with QVC standing behind their products. It’s HSN’s loss no doubt. See online: 385 reviews of HSN on Consumer Affairs website (OVERALL SATISFACTION: ONE LOUSY STAR!!!) HSN sure does have a lot of nerve & it sure would be nice if people everywhere told them to go jump in a lake and stopped buying from them – before THEY get on the ‘naughty list’.
Maybe they need to reword their return policies. It is a standard pitch about not liking something and returning it. By constantly saying this, it gives some buyers the impression that they can buy anything and return it. There are those that genuinely return things because of sizing, faulty or they just don’t like it, and then there are impulse buyers who buy everything, maybe wear it once and then return it. You have to take some responsibility for your own shopping. I would never buy clothes, shoes, cosmetics etc from HSN because there seems to be too many problems, and nor would I buy food products. If you are confident in some of the vendors then you are probably less likely going to return something.
Posted in HSN TV
11.11.15 3:45 PM