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HSN Poor Customer Service
Posted by TrueBlue on 11/27/2006
MARYLAND -- I can't begin to express my displeasure with HSN customer service. I have bought from HSN and the "other" TV shopping network many times.

HSN seems to care little for the customer. I wrote Mindy Grossman, the CEO in September, and have yet to get any sort of reply.

Here is a copy of my letter to her, which explains the situation. (Names and order number blocked out)

I have not bought from HSN since, and will probably never buy from them again.

**************


September 5, 2006

Mindy F. Grossman, CEO
HSN
1 HSN Drive
St. Petersburg, FL 33729


Dear Ms. Grossman,

In the past, I have been very happy with HSN’s customer service. As of today, I am extremely disappointed.

My mother, XXXX in XX, ordered a gift shipped to me in XX. HSN mistakenly shipped two of the same item. The order number is XXXXXXX, item 814895. To be clear, she only ordered one item.

Over a week ago my mother called to rectify the mistake and have the second shipment returned. She was told that I need to arrange pick-up or take the item to a UPS store. I was unhappy with the remedy, as neither she nor I made the mistake. Why should either of us be inconvenienced for a mistake we did not make?

I called Customer Service and was told by a representative that pick-up could be arranged. I also was told by a Supervisor a letter of apology would be sent to my mother.

It has been a week, and the only action to date, has been mail to my mother. She received instructions on how to return an item. Since the item is in XX, sending instructions to XX seems strange to me. So, today I called Customer Service again. Now I am told the only way to return the item is for me to drop it off at a UPS store.

Even talking to a supervisor is now fruitless. They told my mother that to arrange a pick-up is impossible. In my initial phone call last week, I was told pick-up could be arranged, but today I was told that it impossible. Nothing is impossible if you want to keep your customers. Most companies, when making a mistake, know how to phone UPS to arrange a pick-up. Having a representative tell me it is impossible is insulting.

As it happens, I own my own business. Never would I expect a customer to bear the burden of my company’s mistake. In order for my mother to receive a credit for a mistake she did not make, HSN would have me take time away from my work to return this item. As the CEO of a large company, I do not think you would appreciate being told by a company that you have to alter your day to rectify the mistake the other company made.

I am thoroughly perturbed with HSN’s lack of Customer Service. The mistake is HSN’s and rectification should be HSN’s responsibility, not mine.

In today’s world there are many choices when shopping. I prefer to spend my money with a company that does not transfer the burden of their mistake to me. Because of the lack of customer service, my mother has indicated she will cancel her HSN account, and I will likely do the same. It is obvious that HSN cares little about their customers.

As far as the second item, it is still in the original box sitting by my front door awaiting pick-up.
     
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Posted by Shopahawlic on 2007-01-23:
I find that when a mistake is made by a company, I at least have to mail that mistake back to get the ball rolling. I wouldn't blacklist a company on that alone. :o)
Posted by TrueBlue on 2007-01-23:
When it is my mistake, I agree. When it is their mistake, I feel no customer should be inconvenienced. Other companies arrange for pickup when situations like this occur.

That being said, the situation has since be resolved.

The CEO, or an assistant, never replied. While I did not think the CEO would reply, I did expect a reply.

After posting on the HSN message board I received a satisfactory resolution in regard to this issue. But it took posting on a public board to get that resolution.

I respectfully disagree with you. Companies and people need to take ownership for their mistakes and not inconvenience the customer.

There are many places online and in real life to spend money. I choose to spend money with companies that care about the customer and offer good customer service.
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Don't Get An HSN Credit Card
Posted by Lilyofgallatin1 on 06/23/2011
I opened an HSN-credit card last fall. I purchased 3 items when I realized that this was a very bad credit deal and had 30$ revolving late charges. In January I called the company and asked to pay the entire bill off. I paid about 100$ and thought this was a done deal. In March I got a new bill for about 32$ and a 30$ finance charge. I called the company and paid for the LAST charges for the items. I refused to pay the bogus, very high finance change. I wrote a letter to World Financial Capital Bank in March and still have no response. Yesterday I got a phone call from a collection agency stating that I still owned money on items purchased from HSN. THAT IS A BOLD FACE LIE. World Financial Capital Bank is trying to collect over 80$ in finance charges that have accumulated over the last 3 months.

After reading online I now know to file a complaint with the FDIC on World Financial Capital Bank as so many others have. How do I file a formal complaint on HSN? They are well aware of the bogus practice and they do nothing about it ! This is a way of preying on the elderly. I will never shop on HSN again.
     
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Posted by Fufu487 on 2011-06-23:
Is it possible that after deciding not to pay the $30 finance charge, that it ballooned into $80?
Posted by Venice09 on 2011-06-23:
That would be my guess, Fufu. I don't think being elderly has anything to do with it. The terms apply to everyone.
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Andrew Lessman supplement-too cheap to ship USPS delivery confirmation
Posted by Char23 on 07/20/2010
FLORIDA -- I recently purchased Andrew Lessman supplement, the supplement was expensive, but it a supplement I need to take, could not believe that the product was shipped standard postal service, the bottom line it got lost and with out a tracking number the post office could not track the parcel, this man is too CHEAP (Andrew Lessman) to pay for delivery confirmation for the overprice vitamins and HSN did not advise it was going to be shipped by regular postal delivery, (I am wondering if the product was even shipped) even Drugstore sends their cheap vitamins with delivery confirmation,
     
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Posted by Skye on 2010-07-20:
What will they do for you? Are they going to reship it? USPS confirmation delivery mail is the worst, but at least you can find out if your package ever arrived.
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Gateway All in One 23" Desktop
Posted by Shelsback2011 on 01/21/2014
They advertised this computer with additional software & 24 HOUR LIVE TECH SUPPORT. NOT TRUE!! I received no paperwork, or software. The 1st computer I bought ate a CD I tried to download. The tray would come out but not the CD. I returned it and they sent me another one, this time it had cracks on the right side of the frame along the logo, the front silver frame also was bent and sticking out and it had something loose inside that rattled,( like a screw) that had come loose. I called HSN they told me they would not replace it. I called Gateway and it was then I found out they DO NOT GIVE FREE TECH SUPPORT! You have to pay for it. I returned the 2nd one promptly. Stay away from HSN!! The returns don't go back to Gateway and I'm sure they just resell the broken equipment.
     
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Posted by FoDaddy19 on 2014-01-24:
Often times the base level of tech support is provided for hardware-related issues only, and it does seem like you had some hardware issues. However if you call up tech support with a software like a question about how do you do something in Windows. Then many companies will charge for that.
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Refund Policy
Posted by Nweister on 07/05/2013
VAN NUYS, CALIFORNIA -- Purchased 2 pocket hoses on 4/2/13, both failed on 7/4/13. The hoses split open. In addition the first time I used these products the shut off valve cracked on first use. HSN only does refunds the first 30 days and will not honor a refund for a defective product..

Hundreds of these pocket hoses failed and are continuing to fail. See customer reviews on HSN.

HSN told me 30 days only, it seems like we have your money so we don't care. If the product is defective it should not be sold and refunds should be provided.
     
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Posted by trmn8r on 2013-07-05:
IMO this is not HSN's problem. You are past the return period so it becomes a warranty issue with the manufacturer.

This product is pretty much garbage. It's too bad so many people got taken in by the advertising - hard to believe the guy from Home Improvement was hawking it, but then again he just plays a handyman on tv.
Posted by andbran on 2013-07-05:
i have 2 of those i bought 6 months ago at Target. so far i have had no problems. just wait until these items are available in stores. it is much easier to return
Posted by DebtorBasher on 2013-07-05:
They are sold in many of our local stores. I don't order from TV because it there's a problem, we lose the shipping. If bought from a store, it's much easier to return.
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HSN vs. QVC
Posted by on 07/04/2012
TAMPA, FLORIDA -- QVC is bending over backwards to do the volume of business that HSN does. But while HSN's prices are far better, along with their customer service, QVC's is no match to HSN. HSN's website is far superior to QVC's website too. And QVC can't figure out why HSN does twice the volume of business that QVC does. It's suppose to be in their intials, Quality, Value, and Customer satisfaction. But the QVC in their name is a lie!
     
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Posted by Susan on 2012-07-05:
Volume of business? 4th Qtr 2011 HSN's sales were $693 Million while QVC's were $1.8 BILLION.
Posted by bejenin on 2013-02-24:
Hsn canceled my account. They claim to have sent me a letter SIX months ago. I guess my return % was too high. But they are counting in. a month period? Too bad there stuff is of inferior quality. Its gone downhill in recent years
Posted by cheryl on 2013-06-21:
QVC is a much bigger company that would never try to imitate the little upstart HSN.
QVC will stand behind their products, HSN will not. HSN is questionable in their practices. They charged me for something I didn't order and then turned me over to a collection agency saying that I didn't pay the rest of the payments. They said that they sent me multiple letters but since I didn't get even one-I'd say they are lying. They gave me a number of their collection agency but that number is not in service. What gives with HSN? They are bad.
Posted by Elaine on 2013-11-16:
I have definitely found QVC's customer service far out weighs HSN. I definitely would rather pay the few pennies more and know the company stands by their product and is truly concerned about keeping their customers happy. That's not the case with HSN, they chose to lose a long time customer for $5. Even Walmart is better than that!!!!!!
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I'm Upset That You Closed My Account
Posted by Ellenpope3393 on 11/14/2011
I have been a loyal customer of hsn. I love ordering from and have always paid for anything I received. however there were a couple items I ordered last summer and never received. if they were left at my address I never received them. I have always ask them to either get a signature or sent fed x but they didn't. I can't prove it but I think my previos neighbors stole them because I was at work. they have moved in the last 3 months. they were trouble the man got arrested for something and cops were always coming over there. this is not my fault or yours. I just want another chance to order from you. i can't help what happened. from now on send anything fed x or signature required. i now have good christian neigbors. I trust them. pleas give me another chance. I LOVE HSN AND HAVE REFERRED A LOT OF PEOPLE TO YOU.. THANKS.
     
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Posted by Kris10 on 2011-11-14:
You should remove your address from the site.

On the other hand. Can you call and speak with a manager to find out what happened?
Posted by JayByJay on 2011-11-14:
Are you sure your account was closed?
It just sounds like items were left at your house and stolen, I see nothing that suggests you've lost your account.
Posted by Venice09 on 2011-11-14:
Unless your review was forwarded to HSN, they probably won't see it. I too think you should call and speak to someone in authority. You could also write to them directly. I'm sure they don't like losing customers.
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Lies they tell you
Posted by Wyoblues8 on 08/02/2011
They had an LG television as their daily value couple days ago. I ordered in the first 3 minutes of it being on the air. They keep saying "Get yours now. They will sell out so be sure to get on the line to order yours now."

Well, they sold more than they had, and even though I've been a good customer for 24 years, and I was one of the first to order this item -they still cancelled my order.
     
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Posted by Skye on 2011-08-02:
I know that's a bummer, but it sounds like there were just so many people that called within the first 3 minutes, that were still ahead of you, and got the TV.
Posted by MRM on 2011-08-02:
I thought this is Black Friday! By the way, 199 days left till... Black Friday!
Posted by Venice09 on 2011-08-03:
Was your order canceled because the television sold out? You really have no way of knowing if they sold more than they had. Maybe there was another reason.
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Customer Service With Returns / Or Lack There Of!
Posted by Cuffs5582 on 06/23/2011
I was a very good and long time loyal customer when I purchased the Nintendo Wii from HSN. However, after receiving it for my grand daughter, my daughter stated that it might yet be a little old for her (grand daughter was age 3 at time). I did not even unpack the item but agreed with the mom. I used the return label in which to return it. However, do to my disability, my daughter needed to take it to the post office. She did obtain a verification of mailing. When learning the product was never re credited to my account, I started asking why. HSN was of little help at all...... they just passed the buck to their credit card company. Nobody would give me any contact information to whom I could call/write to the company. Another problem was the item I later learned was not returned to a HSN warehouse but to the company's (so now they have no inventory list). When I sent my daughter back to the US Post office for assistance....well, since my daughter had lost the receipt (time span) they refused to do a hand search. So now I'm being called a liar by the credit card company that it was even returned.... I am so furious! Why in heavens sake being a good customer would I do that? I have spent more then the cost of this item on many occasions during a month's time BUT no more. I have not missed one payment on my credit card but I have made no more purchases either. I can't get out to buy the items that I need/want but I will not be treated in such a manor. I have only had one other shipping issue where I was told it wasn't received.

However, after contacting the place several times, they found it in a place it shouldn't had gone and I received the credit. The more this country gets computerized the less service you get for your money!
     
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Posted by MJGoldfarb on 2011-06-23:
By not having any proof of delivery to HSN or the post office there is nothing they can do. As for a loyal customer - should they lose you, they would probably gain someone else. I can certainly agree with your last sentence!!
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Complaint about green pans
Posted by 2 2 CUTE on 11/25/2010
I bought a set of green pans last year and I gave 1 skillet to my daughter and I kept the egg skillet and the rest of the pans. The only time I got a egg out without sticking was the first time I used it. They are without a doubt the worst cookware I have ever used. I didn't bother calling c. s. because I just felt embarrasssed about it. I finally tossed it as I was using a brillo pad and that was after using pam spray Sometimes I'm tempted to call Mr. English will he's on air cooking his brains out. Joy morgano is supposed to have used her pan for a year that she shows and I don't think she even cooks. By the way my daughter threw hers away too.
     
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Posted by Venice09 on 2010-11-25:
Todd English and HSN should be embarrassed. I would definitely let them know even if nothing comes of it. If customers don't send them back or complain, they'll think people are satisfied. Please, let them know. Send an email or call customer service. Give them a chance to make it right. You have nothing to lose.
Posted by Starlord on 2010-11-25:
I agree with Venice, they can't fix it if they don't know it's broken. By not letting them know there was a problem, they can assume you were pleased, as how many people send a compliment to customer service. To quote Eli Wallach, in the 'Magnificent Seven,' "If God had not meant them to be sheared, He would not have made them sheep."
Posted by 2 2 CUTE on 2010-11-28:
I was just wondering if mine were the only ones that were bad and all I have left are the big pans and I don't know when I bought them but it would be on my account. Normally I can say I've never had a problem with them. 2 2 cute
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