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.
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 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.
Posted in HSN TV
11.11.15 3:45 PM