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 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.
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.
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.
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 than 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!
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.
HOUSTON, TEXAS -- Yesterday I purchased the special value of the day which was a Magellan GPS system. The following day we received a call from the fraud department because we requested the item be sent to my father (for father's day) at his address.
For some reason (discussed below) they refused to do a bill to ship to on my father's day gift. This was weird because I always have my orders sent to my office (since I'm not home to receive UPS packages).
From the very moment I answered the phone Terry with the "fraud department" was very angry and treated my husband and I like convicted child molesters. She was belligerent, rude, belittled us and treated us like thieves. It was extremely upsetting.
We have been loyal customers and that meant nothing to her. She told us the only way the order could go through would be to send it to our home address. I asked her which item she was talking about and she shrieked and said "I'm not going to tell you. If you don't know what you ordered I'm not going to tell you. Her demeanor was even more angry and I was caught off guard so I kept trying to explain myself. I tried to explain to her that we had about 15 orders in progress and asked if it was the hair straightener I ordered the day before. She started yelling WHAT, WHAT DID YOU SAY, then yelled at us some more and said I am cancelling your order. She said the only way we would get anything would be to replace the order. I tried to explain to her that the item had sold out and I wouldn't be able to re-order it and asked her to change the shipping address. She said no and just slammed the phone down in my ear. I felt so bad after the call I started crying. I couldn't believe that someone would call my home on a Sunday and treat me like I had done something wrong that they were yelling at me and acting like I was stupid. I was completely humiliated and have been upset all day long.
I tried to compose myself and save father's day and decided to call customer service. I explained what happened and they said sorry we can't do anything. I then emailed customer service and they said sorry we can't do anything but feel free to order any of the other GPS systems. I can't believe they think I would order anything else from HSN after being treated like a thief and belittled and abused by this woman.
I think that they oversold the GPS system and were regaining inventory by cancelling people's orders for no good reason. If it was an address issue she would have changed the shipping address and we would have all been happy.
They have NO CUSTOMER SERVICE AND DON'T CARE ABOUT THEIR CONSUMERS. MAYBE IAC IS GETTING TOO BIG AND DON'T CARE ABOUT US LITTLE PEOPLE ANY MORE. MY HARD EARNED MONEY GOES TO THIS BUSINESS AND WHAT DO I GET IN RETURN -- YELLED AND SCREAMED AT, TREATED RUDE, TREATED LIKE AN IDIOT AND FELT COMFORTABLE ENOUGH TO JUST SLAM THE PHONE DOWN IN MY EAR.
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.
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 supposed to be in their intials, Quality, Value, and Customer satisfaction. But the QVC in their name is a lie!
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.
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 without 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,