topic Re: HSN Exchange Policy in Community Chat

HSN Exchange Policy

makena — Sat, 02 Jun 2018 17:14:51 GMT

Do they not offer the free exchanges any longer? I didn't get a pre-paid label so I called and they told me I had to pay the shipping myself. I asked if they no longer have the free exchange policy (same item, different size or color) and she told me no. I could have sworn I heard the host say it the other day.

Re: HSN Exchange Policy

sunshine45 — Sat, 02 Jun 2018 17:21:55 GMT

If your item arrived damaged, defective or maybe you received the wrong item entirely, we'll take care of it! Even if you simply want a different size or color, you can exchange an item online or by calling us, at no additional cost within 30 days of the package being delivered.

A Few Important Things to Know About Exchanges:

We are only able to exchange items that are currently in stock. If we do not have the item in stock, we will refund you the amount of your original purchase. Some items cannot be exchanged, but may be returned for a refund.
If your item is available in a different size, color, or style, you will have the option to exchange your item for an alternative choice.
In most cases, we ask that you return the original item within 15 days of calling for an exchange.
Based on the product, the exchange order may be shipped immediately after the exchange is processed or you may be asked to return the original before the replacement is ships. When you complete exchange online or with a Customer Service Representative you will be provided with an estimated delivery date.
All exchanges must be sent to the same shipping address as the original. If you need the product shipped to a different address you can return it for a refund and place a new order.

Exchange by Calling Us

To arrange an exchange over the phone, please contact our Customer Service department at 1.800.933.2887 (8 am-1 am ET). Please follow the return directions in How do I return an item?

Exchange Online

You can access the exchange option by clicking "Order Status" from the person icon on the top right corner of any HSN.com page once you signed in to your account. Online exchanges will not be available for all items. If you select an item that you are not able to exchange online, you will see a pop up box populating requesting that you contact Customer Service.

Re: HSN Exchange Policy

JaneMarple — Sat, 02 Jun 2018 17:25:16 GMT

@makena wrote:
Do they not offer the free exchanges any longer? I didn't get a pre-paid label so I called and they told me I had to pay the shipping myself. I asked if they no longer have the free exchange policy (same item, different size or color) and she told me no. I could have sworn I heard the host say it the other day.

I wonder if you got a new CS representative who doesn't know the correct policy. Last week I bought a Marla Wynn dress that was too small, I called HSN and told her that I needed an exchange, she reordered me another dress and asked me to mail the wrong sized one within 15 days and I wouldn't be charged.

The original dress was sent back the 24th and I received notification of the return on the 29th, the new dress arrived the 31st. Now that's how you do business.

Re: HSN Exchange Policy

CatsyCline — Sat, 02 Jun 2018 17:37:42 GMT

I have always exchanged and even received the exchanged item before sending back the first item. .

Only one time I had an issue - had ordered what turned out to be a defective Tracfone and HSN wanted it returned and received in warehouse before sending a replacement - that time I asked to speak with Manager and they waived the policy.

Re: HSN Exchange Policy

Roni18 — Sat, 02 Jun 2018 18:11:42 GMT

@makena What type of item are you trying to exchange? For most items the exchanges are free. I just did one yesterday. In fact, I don't think I've ever gotten a package without the return lable.

But I have read a couple of comments where people got items without the prepaid label and had to pay to send it back. Someone had a message about it on their boards. The items mentioned there were an air cooler and bell and howell pest repellers.

Re: HSN Exchange Policy

CatsyCline — Sat, 02 Jun 2018 18:40:54 GMT

@Roni18 i ordered a jewelry item for a gift and the stones were absolutely horrible!! they gave me the line about "natural stones having irregularities" the item looked like a craft project. there was no return label . i had several go rounds with HSN to provide the label and credit me the return shipping. took them nearly 2 weeks to snail mail the label. they said the jewelry was fulfilled by their "Partner Vendor" and that was the reason for "Return On Your Own". So done with their jewelry.

Re: HSN Exchange Policy

Roni18 — Sat, 02 Jun 2018 19:05:43 GMT

@CatsyCline wrote:
@Roni18 i ordered a jewelry item for a gift and the stones were absolutely horrible!! they gave me the line about "natural stones having irregularities" the item looked like a craft project. there was no return label . i had several go rounds with HSN to provide the label and credit me the return shipping. took them nearly 2 weeks to snail mail the label. they said the jewelry was fulfilled by their "Partner Vendor" and that was the reason for "Return On Your Own". So done with their jewelry.

@CatsyClineWow, that is really bad and surprising to me. They need to disclose if there is not going to be a return label included up front before people order.

Re: HSN Exchange Policy

sunshine45 — Sat, 02 Jun 2018 20:07:04 GMT

make sure to check online for a return label. many times i print off my prepaid return form and return label right from my order history.

Re: HSN Exchange Policy

CatsyCline — Sat, 02 Jun 2018 21:15:46 GMT

The invoice specifically stated return on your own. and, when i checked online, there was no prepaid return label available to print. In fact, a protection plan item # for that item was in order process mode. I called HSN and they said i had selected that item plus # PP at checkout!! No, I had not!! in 20 yrs of purchasing I never ordered jewelry plus co-ordered a PP sku They cancelled it but it didnt drop off my CC. Good thing I checked my CC account online as a week later it was still showing as a "pending" charge from Square Trade. My CC bank removed the charge.

Re: HSN Exchange Policy

makena — Sat, 02 Jun 2018 22:59:20 GMT

@Roni18 wrote:
@makena What type of item are you trying to exchange? For most items the exchanges are free. I just did one yesterday. In fact, I don't think I've ever gotten a package without the return lable.

But I have read a couple of comments where people got items without the prepaid label and had to pay to send it back. Someone had a message about it on their boards. The items mentioned there were an air cooler and bell and howell pest repellers.

shoes

Re: HSN Exchange Policy

SahmIam — Sat, 02 Jun 2018 23:07:35 GMT

Like Jane Marple and others, usually the item is sent out immediately and I just mail mine back within the next few days. On the rare occasion they have needed me to mail the item back FIRST, it was something expensive. I remember the CS rep telling me that there is a price point where they require the customer to return it first. Otherwise, I've never needed to.

Regarding there not being a return label included:

There are some vendors that mail the product out to you instead of HSN. If you need to return it or have any issues, then you must deal with the VENDOR and NOT HSN. This happened to me twice and in both cases, it was nightmare to get my money back- took more than a month. I left a review under the items mentioning this (both items were fails) and found that MANY had complained about it. I went up 4 levels of "can I speak to YOUR supervisor please" before I was told to contact someone via email (don't remember who that was now). My request: INFORM the customer UP FRONT that you will need to deal with the vendor going forward and not HSN. To me, that does make a difference. Not including a return label ALWAYS makes me suspicious. Always.

Re: HSN Exchange Policy

makena — Sun, 03 Jun 2018 17:43:21 GMT

I ended up using their chat service and the rep processed the order and sent me a return label via email. BINGO! How hard is that????