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Hello?? It’s been TWO days without a response? It’s bad enough that I just got the TS that I PRE-ORDERED to be sure I got the new Med Vanilla scent and guess what I received in the mail today? UNSCENTED! I called customer service and got the rudest agent who said well it’s now sold out so you can just send it back for a refund. Excuse me? I made sure I placed my order AHEAD of time to ensure I would receive one and because you all sent the wrong item, I am essentially sol? I was very upset with the way she treated me as I am a customer service manager myself and that is NOT the way to treat a customer who has received something they didn’t actually order. I decided to look online and see and sure enough the Med Vanilla was sold out, but you all still had auto ship available in it, so I knew there were some still available. I decided to call back and I got a really nice lady named Kathy. I asked her if you all could maybe send me one of the auto ship ones since this wasn’t my fault, she said sure. (The first agent should’ve OFFERED that to me!!!! but unfortunately she could care less) I couldn’t use my 6 flex pays that I had used on the single ship b/c it wasn’t an option, but that was okay at least I was going to get the product. She also said she’d credit me $5 for my troubles, which was very nice of her and I appreciate. Little things go a LONG way. After hanging up though I did notice that on my account she didn’t adjust the initial price to be the $39 that was the TS price that day, not $43. So, I need that fixed too please.
Also, this issue with the bonus buy I still need addressed. Tysm Brandi
Posted in Forum: Customer ServiceHello I would like to have a flex payment changed from the 6th of Jan to the 10th please. I’m going back to work on the 16th and I have to catch up on my rent. The order number is ********** thank you so
***Edited by HSN: Removed order info to comply with HSN Community Guidelines***
So the FAQ I quoted and linked to that was deleted for no reason, is nothing more than a misleading lie? It does state, “Even if you simply want a different size or color, you can exchange an item online or by calling us,
- at no additional cost
within 30 days of the package being delivered.”. But because there is no restocking fee this is considered accurate even though there IS an additional cost for shipping back the item being exchanged.
I cannot believe with the customer base that HSN has that they not only have policies they do not disclose at all, such as the one exchange policy, but that the policies they do disclose are half truth at best. That is a terrible way to do business, but an even worse way to treat trusting customers.
Hi selma93. Usually, if you cancel the item the same day you entered an order, there is no refund since they haven’t started to process it yet. At least that is way the old HSN used to work. Your best bet would be to repost this question with the Mods under Customer Service which is just before “Talk Among Yourselves”in Community. They should be able to answer you the same day you post on their thread.
It seems that HSN is receiving too many questions or they layed off a bunch of employees prior to the Holiday rush period. I had the same problem a week ago when I could not get through and it took quite a few hours for them to call back. The answer I received didn’t seem to be correct so I posed the question to the Mods. I hope you do the same. The Mods have been around for awhile and you should have an answer. Good luck.
Posted in Forum: Customer ServiceHello Customer service,
I need somebody’s help please for 2 REPLACEMENT ORDERS.
Order# 1628699747 and 1628699748
“Too Faced Better Not Pout, But If You Do Keep It Glossy”
I’M SO, SO, SO UPSET.Today, 12/9/19 I received both orders, Except I’m missing 1 lip gloss from each order. The “Spice Cake”.
So, in each order/ see trough box I RECEIVED ONLY 3 LIP GLOSS.SORRY, BUT I DON’T UNDERSTAND HOW CAN A PACKEGING OR SHIPPING DEPARTMENT WORKER/EMPLOYEE CAN MISSED IT, WHEN THEIR PLACED THE 2 ORDER IN A HSN BOX.
UNBELIEVABLE! SORRY, BUT DO THEY CARE ABOUT THEIR JOB OR THE CUSTOMER??
IF THE ITEM BOX WOULD NOT BE SEE THROUGH, MAYBE, I WOULD UNDERSTAND.BUT YOU CLEARLY CAN SEE THAT, 1 LIP GLOSS IS MISSING. FROM EACH BOX/ITEM/ORDER THAT I PAID FOR.
PLEASE, SEND ME 2 REPLACEMENT OF THIS ORDER, THEN I’LL SEND THIS TWO MISSING ORDER BACK TO HSN.
I REALLY WOULD LOVE TO HAVE THE REPLACEMENT ORDERS BEFORE CHRISTMAS,PLEASE LET ME KNOW AS SOON AS YOU CAN.
THANK YOU
ANDREA
Posted in Forum: Customer ServiceOn 11/22/2019 I ordered the Shark DuoClean Slim Vacuum w/Self-Cleaning Brushroll and Accessories (ITEM: 678-989), which was “Today’s Special” for $199.99 and there was also a promo code for $15.00-off plastered all around the website. Added the vacuum to my cart, entered the promo code and chose 6 payments of $33.33. What a great deal, I thought! Until I click submit on my order resulting in the website removing the promo code and overcharging me. Immediately contacted Customer Service who claimed they could not apply it due to my having selected FlexPay. They stated I would have to wait a couple days to contact them for a refund, or cancel the order and place it again. They were told that is not acceptable, I was overcharged due to an issue with the website, and would not risk being charged twice by attempting to cancel the order and place it a second time.
Meanwhile, as I am trying to get that straightened out, my dad gave me his credit card to order a pair of BearPaw Phoebe Hiking Boots with EverWet (ITEM 675-392) for my birthday, and I desperately need them for the winter. So I had added the boots, size 7 Wide, in Wine since Black was sold-out, to my cart and proceeded with entering details to create an account and submit the order. Again the $15.00-off promo code was removed, but I had not checked out, so I closed and reopened the page where it was then giving me a $10.00 promo code instead. Somehow, the $15.00 promo code was available as “Spendable Kash” in addition to the $10.00-off. So the boots went from $65.98 down to $44.64, which almost made me forget about all the hassles. By the time I had finished with the order for the boots, the charge for the vacuum had already reached my bank! Precisely why I told them I would not risk attempting to cancel the order to place it again, and had I done that I would have been charged twice.
It took contacting Customer Service several times through until the next day, each time being told something different, before I was finally refunded the $15.00 I was overcharged. But I did receive the refund within a day or two. On the other hand, my dads card was authorized for the boots TWICE, once at retail and a second time at actual cost. Thankfully the retail one dropped off, even though it should NOT have been on there in the first place. The vacuum shipped on the 24th and delivered on the 26th. In person it was nowhere near as impressive and when I went to register it with Shark I was having difficulties because as far as they were concerned, the vacuum model did not exist. After going through the Shark website pulling up the accessories and replacement parts listed in the booklet that came with the vacuum it was obvious something hinky was going on! The parts were all available on the Shark website, but they required a model number to be selected and this particular model of Shark vacuum did not exist on their website, or ANYWHERE online! I found a Google cached webpage for the vacuum on the Shark website, but it was taken down just prior to HSN going on air with it. Calling Shark Customer Service was even more entertaining because they had ZERO information on this “mystery” Shark vacuum and the gentleman I spoke with was tripping over his own words trying to come up with a story. Well, I had a better story… once upon a time I bought a hinky vacuum that turned out to be a remarketed older junk model that I returned the next day. The end.
I knew better, but I wanted the vacuum returned ASAP so I gave it to my mail carrier, who scanned it on site. As of today this so-called Easy Return does not appear in my account, the tracking number does not provide any information. I had attempted to contact HSN Customer Service and all they said was “just wait”. Yeah, I do not think so, not when they use a second rate shipper like UPS Mail Innovations who I am more than familiar with. So I proceeded to do the ‘legwork’, got in touch with USPS and they located the package for me. HSN received the vacuum back 12/06/2019 and I of course am still waiting on my refund.
While dealing with that, I had received the BearPaw boots which were not exactly what I was expecting. The color was awful, it was not “Wine” but just an ugly Purple and according to the manufacturer tag attached to them, EverWet is a stain repellant and NOT anything to do with repelling water. But I did like them aside from the color, so I requested an exchange and even asked if the black would likely be in stock again. From what I was told it was not likely so I settled on exchanging them for a pair in Hickory.
Saturday I received the exchange and I have NEVER been so disgusted in my life! I open the shipping box and see a BearPaw shoebox that has a rubber band wrapped around it, the corners of the lid torn and the front smashed. It took me by surprise at first because the shipping box they were in had no damage whatsoever. I pull the shoebox out, grab out a boot and pull it from the plastic bag when it hits me. This odor that I can only describe as dirty, wet leather and chemical smell. The boot itself was untied, the tag nowhere to be found and the suede had scuff marks. It took all of a half second to realize I had been sent someone else’s return and HSN apparently sent it right back out their door without ever having even inspected them first.
First thing, early Sunday morning before HSN was open I sent them an email because the boots had in fact come back in stock in black but there were only three pairs. Waited, waited and waited some more but did not get the call I requested. Log into my account, requested a call and it said I would be called in less than thirty minutes. Waited about twenty, received a call from HSN with an automated message saying to wait while I am being transferred and immediately disconnects. Log into my account again, requested a call again. More than twenty minutes goes by, I receive a call with the automated message and again it disconnects. Now I am fit to be tied! So I call myself and initially the woman was apologetic, she had said only one exchange is typically allowed but she would transfer the order from my dads account to my account so that I could make a second exchange given the circumstances and still honor the price too. She asks if she can put me on hold, several minutes later she comes back and needs to talk to my dad for whatever reason was pulled out of thin air. My dad speaks to her, gives me the phone back and she says, “BearPaw is offering a 3-pack of socks or a hat and scarf, would you care to add any”. Very much making it sound as though one of the two would be thrown in for my troubles, and I know better. So I point out the order was on my dads card, considering she had just spoken with him, yet waited to ask me which made absolutely no sense. Then I ask, how much and she rattles off some ridiculous price that had I not been so annoyed I probably would have busted out laughing. Then she asks me if this will be on FlexPay and I was completely lost. I said no, it is an exchange. She then informs me that I am only allowed one exchange, which I have already made. Therefore these NASTY, DIRTY boots they messed up and sent me will have to be returned for a refund and an actual NEW pair ordered and charged to my dads card. Apparently ignorance is a three-letter word spelled HSN if they think they are tying up almost $90.00 of my dads money for a pair of boots costing less than $45.00 when THEY are the ones who messed up in the first place. Not to mention her trying to con me into putting another $30+ on my dads card with the supposed BearPaw offer.
How they stay in business is beyond me and frankly, I feel half of what has been pulled should be criminal! I cannot wait to get my money back for their hinky vacuum and return the gently used boots so my dad can get his money back. Kind of funny though, the vacuum was a Christmas present to myself and the boots a birthday present to me from my dad and thanks to HSN I have nothing to show for either except a lot of wasted time.
Posted in Forum: FashionEver since Diane has been back on HSN, she is constantly talking over, pushy and interrupting the host of the show. She’s got attractive jeans, if you wear your jeans below your belly button, but they’re not for me.
Yes call them immediately. It sounds like they dropped it off somewhere else. It’s their responsibility to back track and find it. Do they have your signature? Nope. Also call HSN and tell them. This is an expensive piece of equipment and they need to prove they gave it to you. Good luck! It might be insured against theft too thru HSN or UPS.
Posted in Forum: FashionWatching Diane Gilman today and just wanted to provide some feedback about the host, Helen Keaney. I found it was so distracting that Helen kept overtalking Diane Gilman. It would be so nice to just listen to Diane Gilman instead of Helen continually talking while Diane was talking. Just providing feedback because this is not the first time that I have watched Helen where she continually interrupts. So much so that I am starting to avoid what anything she is on at HSN.
I went through the same stuff this week. Since I got on here to complain, I have seen more and more, and even MORE of these same complaints. I posted a super long b*#+h about it too. I was lucky. I was told that I myself had canceled my order and that my funds would be back in my account in about 3 days. It turns out that the funds were never taken out. I thought my account had been hacked when I got the message that I had canceled my order. I’m just really surprised at the customer service being so bad. HSN has been around for a long long time. I was expecting better. I’m still an HSN shopper, but I definitely have let them know that I am not a HAPPY shopper. I post about my experience frequently, hoping that HSN will take a look at their policies and fix them up a bit.
Since posting this, I have seen numerous others complaining about this same thing. HSN needs to adjust their policies somehow and let people know AS SOON AS THEY SIGN UP TO HSN that they aren’t eligible for the flexpay. With all the jargon you post on your website and your tv channel people are thinking that they automatically have the flexpay opportunity. This is very misleading and very disheartening when you order something and then your order is cancelled. Luckily, my product came back and I bought it outright, but I sat for an hour just worrying that I would get another message saying I cancelled my order, AGAIN. And by the way-when YOU at HSN cancel an order on a person, you shouldn’t send them a message saying that they cancelled their own order. Be honest and send them a message saying that YOU at HSN cancelled the order, AND TELL THEM THE REASON. You shouldn’t make the customer have to go searching all over the website and the web to find out what happened-I thought my account had been hacked. For a shopping channel that has been around so long, you customer appreciation seems to be lacking. Just voicing my opinion. I’m still a customer, just a bit disgruntled.
Posted in Forum: ElectronicsI just wanna say that I’m never going to purchase anything from hsn ever again. They charged my account twice and cancelled my orders. Its a ridiculous system, and I was first told my money would be back in my account at the end of business day, not true. Then I called back and they said 72 hours. My rent is due and now I have to be late paying my rent because they still have not released my funds. This is my worst experience ever shopping online. Never Again!!!
Posted in Forum: Customer ServiceI called customer service this evening and was told my wait time would be from 47 minutes to 69 minutes.HOW RIDICULOUS!!! I chose to receive a call back which took 63 minutes. It is a good thing that I am a patient person. I really felt sorry for the rep that returned my call because I would imagine other customers were not as nice about having to wait that long. WAKE UP HSN this is one reason customers are choosing to shop elsewhere. On a positive note, my issue was resolved.
Posted in Forum: Talk Among YourselvesNot sure exactly where to post this relative to correct category. I would love to see HSN bring back the rolling, metal, wheeled stair Climbing cart. I bought one last year and use it every day. I’m also a caregiver and it has been great transporting all things related to that as well as all my needs. This would make an excellent gift and is so helpful to the person needing a good transport device. I would buy another one and having it presented again would give others the opportunity to purchase one and enjoy this cart as much as I have. Thanks
Posted in Forum: HSN ArcadeHas anyone had a problem not receiving a reward they won in the arcade? I won the Beekman odor eliminator spray several months back and never received anything. I have emailed over & over with no response. Very disappointed, just checking to see if this is a common problem for HSN. Gracie P.