topic Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy in Q Talk

QVC Beats HSN All Day Long...Customer SVC and Company Policy

amyb — Thu, 13 Feb 2014 04:39:19 GMT

Never shopping HSN again. Just got off the phone with them after they returned a Christmas return to me...saying it arrived after their cutoff (I shipped it well before their Jan 30th date), they also said I bought it in Sept. Well, I did...for a Christmas gift. They'd already had their Christmas in July shows and (my bad) I thought (like the Q) their Christmas return policy would be honored from then on. And how was I to know?!! And because it wasn't clear do you think they'd have made some amends and done the return. No. And their attitude and handling of it was terrible and not customer friendly at all. Either way...had that been the Q, no matter when the Christmas returns had kicked in, the Q would have made amends in favor of me, the customer. I've had times when a gift item had to be given and returned beyond the 30 days and Q graciously extended when it could be returned, when I checked with them. Bottom line....it is the WAY Q handles everything....professionally, with the "customer first" mentality, always goes above and beyond to give exceptional customer svc. HSN has always had shoddy attitude and handling of customer svc. I buy less with them because of this, but after tonight, I am never buying another thing with them. For a $50.00 discrepancy on their part, I hope that was worth it to them. Good riddance. Have never really been impressed with them. My point....THANK YOU Q...For the EXCEPTIONAL CUSTOMER SVC. and company attitude and policies you continue to provide. Best company, in that sense, I have ever dealt with.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

amyb — Thu, 13 Feb 2014 04:41:58 GMT

and ps. I just thought of this, wish I had asked them this on the phone...instead of shipping this back to me so I'd have to "return it again for credit"...why not call me first and tell me and give me the option then. I'd have just taken, (reluctantly!), the credit without having to once again pay to return this again?! They, plain and simply, S*ck!

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Ibby114 — Thu, 13 Feb 2014 05:52:36 GMT

Yes, hsn send sends back returns they reject. QVC does also! Neither station starts the holiday return schedule that far back- it's always been some time in October. You could always call back and talk with a supervisor.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Bestdressed — Thu, 13 Feb 2014 06:16:53 GMT

I have always had great CS from HSN. I love their 30 day price guarantee, when they reduce an item. They will credit back the difference. I just called in last week and got a $30 credit. QVC rarely has price reductions to even get a credit.

HSN & QVC both start extended Christmas return in Oct. with the exception of the special Christmas shows. QVC would have returned your item too.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

NYC Susan — Thu, 13 Feb 2014 06:39:11 GMT

I'm not sure how HSN is at fault here. It's up to the consumer to be sure of the terms, and you shouldn't have assumed that purchases made as far back as July would qualify as Christmas gift purchases. You say it "wasn't clear", but it's really just that you assumed incorrectly.

I'm sure there's a very clear policy re the order and return by dates, and it would have been easy to find out exactly what that policy is. It's not HSN's fault that you didn't. From their point of view, your purchase didn't qualify as a Christmas gift and you also returned it too late. You bought it in September and they didn't get it back until February, so you're way, way past any 30-day return policy.

I don't see the Q and HSN being all that different.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Annabellethecat66 — Thu, 13 Feb 2014 06:48:52 GMT

I've had HSN accept things way before October. I remember one time I sent back a rug shampooer that I'd had for months and not even taken it out of the box.

The lady at HSN told me she'd send me a return label. She did, I returned it and all was well.

I think they are both more than jealous.

True story. This happened to both QVC and HSN different years. Once I sent something back and got it back. I threw a fit. I called QVC and said, "Look, I did purchase it in October. They said, "Mam! Look at the year". Both times I was a year back. I just stick the return labels back in the boxes and I didn't pay any attention.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Kachina624 — Thu, 13 Feb 2014 06:59:19 GMT

Every retailer has a policy on returns. It pays to know what they are and abide by them. I never heard anyone on the Q say Christmas in July was covered by the January return deadline...heck that's six months of the year for people to return anything they want.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

NYC Susan — Thu, 13 Feb 2014 07:10:23 GMT

On 2/12/2014 annabellethecat said:
I've had HSN accept things way before October. I remember one time I sent back a rug shampooer that I'd had for months and not even taken it out of the box.

The lady at HSN told me she'd send me a return label. She did, I returned it and all was well.

I think they are both more than jealous.

True story. This happened to both QVC and HSN different years. Once I sent something back and got it back. I threw a fit. I called QVC and said, "Look, I did purchase it in October. They said, "Mam! Look at the year". Both times I was a year back. I just stick the return labels back in the boxes and I didn't pay any attention.

What does this mean? Who is jealous? (Sorry - I'm having trouble understanding.)

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

ANewHue — Thu, 13 Feb 2014 07:18:12 GMT

I swore I wasn't Never going to order from them again and one day a few weeks ago I made an impulse buy for a gift. Did you ever notice they don't have live people to take your order? The same with ShopHq, I have to work to spend my money with you, no thank you. I find nothing exciting on these shopping channels and that's starting to go for the Q too. If it weren't for beauty products there's very few vendors I care to watch.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

sparklestar — Thu, 13 Feb 2014 07:23:37 GMT

amyb, I don't shop all that much on HSN but had purchased three jewelry items (all in one order) and meant to return them but lost track of time. January was just a very busy month for me with lots of personal stuff going on. Anyway, I called their CS to get an address for the return as I could not find it on their website. She asked "what are you returning" and I explained to her what they were. She replied that they had to be received in their warehouse by 1/31. I said that's not what the hosts said throughout the holiday season. She was reluctant to give me the address and I was not going to argue with her. I told her all I wanted from her was the address. She finally gave it to me and I sent all three items back in one package. I was checked my order status and it shows I was refunded including the original S&H. I'm sorry you had a bad experience. I was not happy with my experience with that CS person.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Cyndog — Thu, 13 Feb 2014 10:30:37 GMT

I called QVC specifically to ask if Christmas in July items could be returned by January 31st and they said yes. Luckily, I didn't have to return anything. I've never really had any problems with either company so far. I've always been told the returns just have to be postmarked by the last return day, not received, but who knows, different reps say different things.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Desertdi — Thu, 13 Feb 2014 11:54:35 GMT

I've never had a challenge with either of them

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

D Oro — Thu, 13 Feb 2014 13:06:01 GMT

HSN's return policy is that is must be back in the warehouse by Jan 31st. They do not go by the postmarked date. I called and verified this. It h has been that way for years.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

qualitygal — Thu, 13 Feb 2014 13:11:28 GMT

For me, I make sure that what I order is what I want to keep. I don't do returns. I read the reviews (with a grain of salt on some of the negatives, if it seems more personal than product oriented). I've always been lucky. I read the size charts so I have a better than average with sizes I guess, with getting the correct fit. I just don't return stuff. I keep it either way. That's how I do it, a lot less stress.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

happygolfcartrider — Thu, 13 Feb 2014 14:45:12 GMT

HSN is the VERY worst of all. Their products are inferior, their show host lie about owning every product they hawk but my biggest complaint is to return an item I have to pay the shipping to send it back. Inferior, wrong size, wrong color, wrong item whatever the reason. So many of their products are misrepresented or inferior that I wonder just how many returns they do get in a week.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Forrest3 — Thu, 13 Feb 2014 15:00:36 GMT

The only thing I really buy at HSN are the Diane Gilman jeans and shorts, but most of their fashions I don't care for at all. The only problem I've had with CS was when a Jay King piece didn't show up and I called and treated me like a criminal. The piece showed up months later in a beat up old package! I much prefer the Q, but do buy jewelry from Chuck and Paul.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

happygolfcartrider — Thu, 13 Feb 2014 15:46:23 GMT

On 2/13/2014 forrest said: The only thing I really buy at HSN are the Diane Gilman jeans and shorts, but most of their fashions I don't care for at all. The only problem I've had with CS was when a Jay King piece didn't show up and I called and treated me like a criminal. The piece showed up months later in a beat up old package! I much prefer the Q, but do buy jewelry from Chuck and Paul.

There is no customer service at HSN they treat everyone like a criminal just because they can. They know most ill will continue shopping no matter how they are treated.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Krimpette — Thu, 13 Feb 2014 16:00:23 GMT

I mostly buy lots of craft items from HSN and some DG2 jeans, as well as few smaller items. I've never had a problem with customer service from either channel. I don't return much, but I do prefer the way HSN handles returns. I had a defective item that I had to return. They sent me a return label and they replaced the item immediately. QVC makes you wait until your return is received, or you get billed if you want a replacement shipped immediately. I have no problem with HSN. In fact, I'm trying to give them more of my business, largely because of their preferable shipping costs. Lots of free or reduced shipping that you almost never see on QVC.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

Shelbelle — Thu, 13 Feb 2014 16:54:07 GMT

Everyone has had both positive and neg experiences with both, it is the nature of the beast, also depends on the CS rep you happen to get. If I think I am not making progress with the one I get, I politely hang up, and redial shortly after.

Re: QVC Beats HSN All Day Long...Customer SVC and Company Policy

kittymomNC — Thu, 13 Feb 2014 18:11:05 GMT

I've never had a problem with HSN until recently. I had so many problems with some items I ordered that they agreed to pay to ship them back. Then when I got the replacements, had problems with those as well. I was very upset, and talked to a rep who gave me a $20 credit for "inconvenience". I used that credit but the item I got was defective, so I had to call again-the rep said they don't give you the credit back, it's a one time thing. So I said "you're telling me that even though you sent me a defective product and I have to return it, you won't give me back the $20 "inconvenience credit"? Finally insisted on talking to a supervisor, and she said she would make a one-time exception and give me back the credit when they receive the defective item. At the same time, I learned after shopping with them for years, that their Christmas policy does require you to have an item "back in their hands" by January 31. I told them the hosts never say that, just that "you have until January 31 to return it", which can be interpreted in different ways. The only problem I have when returning something to QVC is the return shipping time - if you use their label, it can sit in the post office for as many as 4 days before being picked up by QVC's "shipping agent". Then it takes forever for it to get back to them and get your credit. HSN-they get the item back and I get my credit in less time than it takes QVC's "shipping agent" to pick something up from the P.O. Also, when I order from HSN, I usually have the item in my hands in 3 days - it generally takes longer than that for QVC to even ship it out. So both have their good points and their problems.