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.
In the past, I have been very happy with HSN's customer service. As of today, I am extremely disappointed. My mother, **, ordered a gift shipped to me in **. HSN mistakenly shipped two of the same item. The order number is **, 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 **, sending instructions to ** 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 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.
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.
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 initials, Quality, Value, and Customer satisfaction. But the QVC in their name is a lie!
FLORIDA -- I purchased gemstone rings from HSN advertised as the authentic stones. When the recession hit I took the HSN rings to local jeweler to sell, the established jeweler told me the gemstones were paste and had no value. Since the rings were over 30 days old I had no recourse in recovering the large amounts I paid the so called gemstones.
FLORIDA -- After years of doing business with HSN.com (or Home Shopping Network) I've closed my account with utmost disgust. They run on a "customer review" system akin to Amazon, supposedly to build your trust to purchase products. It's a complete farce.
I wrote many negative reviews (among positive ones) about substandard items, false advertising, etc., which were erased or not even posted at all. More were erased than not posted! I'd see the few that had somehow squeaked by and were posted.. check on them later and they had been deleted. HSN even would relist products that had dozens of bad reviews as a "new item" so it was complaint free and subsequently would generate new sales to the unwitting customer who "trusted them" to have honest reviews warning them if something were amiss.
Besides dealing with that joke of a review system (and I won't even go into all the "fake" reviews obviously by people affiliated with the product...) I've received more than my share of inferior products and damaged goods.. and I was charged shipping AND return shipping on most if not all to ensure they make money coming and going.
I find them to be dishonest, full of false advertising and deceitful not to mention a joke of a customer service which is there to help the company, not you. (Should be called company service, not customer..) This is over 2 years and thousands of dollars later and it was a long, hard lesson in the scamming ways of shopping networks such as this despicable one.