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HSN Complaint - Website error results in payment for no merchandise - Clothing purchased but not received
Clothing purchased but not received - Complaint
Buyer Beware! I have not ordered anything from HSN in several years but I wanted a particular dress for the holidays and found it on their website. I updated my address and phone number and ordered the dress. When the dress did not arrive as expected I contacted HSN who kept saying it was delivered. After some research, I found that the dress was delivered to my old address even though I had updated it. Apparently due to some glitch in their computer system, my phone number updated but the address did not. Customer service then refunded my money after confirming that the dress was delivered to the wrong address. I then received a letter several weeks later asking me to go find the package and return it. When I called customer service again, they insisted that the "Accounting" department insisted I either retrieve the package somehow and return it, or pay for the item anyway. They then proceeded to recharge my credit card for the item. As the item was less than $20 I am simply never going to shop there again. But buyer beware - what if this were a $200 item that you never received but they insist you pay for it anyway? Frankly, this is all their fault - if nothing else they should have someone sign for the package - then they would have someone to contact for a return. It does no good to update my address after the package has been shipped. I find this behavior extremely shady - a company of this size and doing a high volume of business has an "Accounting Department" who insists on charging people for items not received due to their computer error? Now, I remember why I stopped shopping here!
Comments:
Posted by Starlord on 2010-01-21:
A tip for the future, when you update information, print out a copy of the confirmation of the update. Then if there is a situation like this, you have proof the information was updated, and you can tell the Accounting Department to buzz off. More than once, a copy of a confirmation I have printed out has saved me money.
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