You people are unbelievable! First I order the BearPaw Phoebe Suede Boots in Wine, which typically is a reddish-purple. When I received them they were purple, not Wine but Eggplant purple. Then I exchange them for Hickory since Black was sold out and I was told likely would not come back in stock. When I received them it could not have been more obvious they were used/previously returned boots. Customer Service said I could exchange them for a Black, even though there is an “one exchange per order policy”, which they followed up with trying to swindle more money out of my father by trying to get me to add more products to the order they KNEW was charged to his card. When I refused I suddenly was not allowed an exchange anymore, and was told a second order would have to be placed. Otherwise I would have to return the first order, wait for a refund and then place another order.

So my father puts a second order on his card, tying up money on TWO pairs of boots because HSN refused to take responsibility for their mistake. Then they did not even ship the second order until the used boots were practically on their doorstep. But to really top it all off, I received the second order yesterday and AGAIN was sent used/previously returned boots!

HSN is doing this purposefully because there is absolutely no way the others could have been mistaken for new, and two out of three pairs is by no means a mistake. Letting people believe they are getting a new product and knowingly sending a used product is not only not right, it is NOT legal!

Rather than wasting time with another request here, I called Customer Service four days ago, yet again to speak to a supervisor. Who oddly answered the phone by saying, “Hi this is NAME, thank you for holding for a supervisor…” and I cannot help but wonder if it was in fact a supervisor I spoke with because in all my years I have never had one who would not identify themselves as such. But like everyone else, she went into the spiel about “only one exchange per order is allowed”. I told her HSN could send a new order, IF they wanted to but they are simply choosing not to. She then comes back with telling me that two orders had already been sent and they have not received either one back, at which point I started to go off! I said, EXCUSE ME, what do you mean by two orders were sent and you have not receive one back? She repeated herself, as I very much hoped she would, and then I pointed out how THAT was a blatant lie because I knew for a fact the initial order was not only returned to HSN but was received by HSN almost a week prior. At that point I said my piece, let her know this would be addressed in other ways and hung up.

My father being a nice guy who knew I wanted these boots insisted on going ahead and placing a second order since it was the only feasible choice he was given by HSN. It was that or return the used boots , wait for a refund and then place another order when they had already gone out of stock twice and had a waitlist once. So I went online to locate another coupon code because despite HSN claiming they would make sure he was able to purchase them at the same price they shorted him. But of course made it a point to let me know they were waiving the return shipping, as though it somehow put them out when they were quite literally doing the absolute least they could to resolve the issue.

The website states, “Orders for all in-stock merchandise are processed and shipped within 24 – 48 hours M-F”, so his order should have shipped by Friday but the status was still “Packaging”. I contacted Customer Service to ask when his order can be expected to ship since they should have shipped already and got an evasive response about orders typically being received within seven business days of being ordered. I began typing that that did not answer my question. If they are supposed to ship within 24 – 48 hours M-F, where today is Friday and they still have a status of “Packaging”, does that mean they now will not ship until Monday at the earliest? BUT before I got even halfway through typing that, Customer Service sends me a message saying they will wait around a few minutes in the event I have another question, and it had not been but maybe thirty seconds since he replied to me and I began replying back. No sooner do I get that message that almost simultaneously I get a message, which was about a half second after the last one, that said he was leaving but I had hit enter at the same time so I barely caught him. That was beyond irksome when it could not have been even sixty seconds since he had replied to my initial question. But in the end he would not give me a straight answer. Then I thought about the shipping timeline when the exchange took place when it hit me that HSN is waiting to receive the order with the used boots and is holding my dads order hostage in the meantime. They were supposed to receive them back Monday, but the tracking updated today indicating they are supposed to receive them by today. So while I am generally not a betting woman, I would be willing to bet that the status of my dads order will change to shipped real quick when the used boots deliver back to them. So as if it is not bad enough they sent the wrong product since “used” is not an available exchange option, or that they refused to replace them, but they treat us like one of us is a thief who is going to steal the used boots if they do not make sure to get them back before releasing the new ones.

All I know is my dad originally ordered the boots more than three weeks ago but because of HSN they still have not been received, and my dad was forced to tie up $90.00 on TWO pairs of boots to finally get the ONE pair Customer Service said they would send. So I was wrong because I said, “Terrible business, and pathetic excuse for ‘Customer Service'” and that is a gross understatement!

Now it just occurred to me that I spent all this time typing this when someone will likely come behind me, as they have been, and delete it. So I will just smile for the screenshot so it is not a complete waste 🙂

@cindy1935 I would start a PayPal dispute immediately because IMHO, HSN cannot be trusted! My dad ordered me a pair of winter boots that I tried to exchange for another color. HSN sent me boots that were very obviously USED/previously returned and then refused to replace them stating there is only one exchange per order allowed (further adding it does not matter if the wrong color or item is received or not received at all), which is not disclosed anywhere and they claim it is built into their system so nobody can override it. So please, either call or go online and get a dispute started right away! I do not know if there is messaging on here because I am new to the community, but I am very familiar with PayPal and can help you if you would like 🙂 IF you even see this since they (HSN) have a thing for deleting my posted replies *eye roll*

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.

@hsn_ryan, I had hoped HSN would take the opportunity to rectify this and I would hear from someone today. Especially given the fact that I requested to be contacted by a manager and/or supervisor. It is too bad they are not half as concerned or as quick to resolve this as they were with removing my reply to you. But the fact remains that a new pair of BearPaw boots were paid for and HSN sent me a pair of gently used BearPaw boots. It has been two days since Customer Service was informed of and acknowledged this, as well as subsequently stating an exchange at the same price would be honored. This is what I was told I would be provided with, it is what I fully expect and I will not settle for anything other than. That said, I do expect to be contacted by a manager and/or supervisor by the end of the week.

I have been through the same thing several times this year, but only once was it actually the fault of UPS who had delivered an order to my neighbors house. Just call them up and insist they do an investigation into a misdelivery. Make sure to call them back and follow-up at the end of the day too! When this happened to me a couple months back, it took me calling UPS three times before they finally opened an investigation and located my package. All the other issues I have had were due to UPS Mail Innovations, a second rate (being generous) shipper and middleman between UPS and USPS. Hopefully that is not who was to deliver your package because I have never once been able to get in touch with UPS-MI customer service. Good luck, and let us know how it turns out *fingers crossed*