HSN Poor Customer Service
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
1 HSN Drive
St. Petersburg, FL 33729
Dear Ms. Grossman,
In the past, I have been very happy with HSNâs 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 companyâs 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 HSNâs lack of Customer Service. The mistake is HSNâs and rectification should be HSNâs responsibility, not mine.
In todayâs 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 probably 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.