topic Re: HSN CUSTOMER SERVICE in Community Chat

HSN CUSTOMER SERVICE

elated — Tue, 22 Mar 2016 23:06:03 GMT

Today I received the Taya Clay hair shampoo and conditioner. The pump was broke on both of them. I called and spoke to their CS and he told me they did not have any in stock and to discard the product. He gave me full credit on my account. I was very pleased the way I was treated. It makes me want to do more business with them.

Re: HSN CUSTOMER SERVICE

nunya — Tue, 22 Mar 2016 23:10:11 GMT

I wouldn't throw it out. I'd go to the Dollar Store and buy 2 cheap bottles with pumps.

Re: HSN CUSTOMER SERVICE

motherinlaw — Wed, 23 Mar 2016 00:00:09 GMT

HSN customer service has always treated me VERY well. They actually sound like they want to help you.

When I have an occasional jewelry issue, if the item is under $100 or if any item for that matter is under $100 and there is a problem which you need to have a replacement for, they will send it out immediately while you send your defect item back.

Same reason I tend to spend as little as possible here now. The shipping out is too slow and the return credits are way too slow.....3-4 weeks from start to finish.

Today I purchased a beautiful Belletoile bangle from a jeweler North of me. He didn't have all the answers for me but found out, called me back and not only did he secure a gift with purchase item but gave me a discount on my piece. Stellar!

People running great small business are out there....seek them out.

Re: HSN CUSTOMER SERVICE

elated — Wed, 23 Mar 2016 01:44:34 GMT

If you think the returns are slow, have you ever returned a product to QVC using their label? It takes forever for them to pick it up at the post office. It has been over a week and it still shows on the return still at the post office. Also, considering what they charge you using their label is ridiculous. Today I took a package to the post office and was charged $3.74 versus $6.95. Also my package will arrive in three days. So why are these return charges so high and they do not reimbuse shipping and handling, they are raking in the big bucks. They are taking advantage of the people that can not get out of the house and use their return shipping labels. So sad.

Re: HSN CUSTOMER SERVICE

mom2four — Wed, 23 Mar 2016 02:00:29 GMT

I have to agree with you. I recently returned something to HSN using their label, which I had never done before. I mailed it Friday and the refund was issued Monday!! I couldn't believe it. And, since I have an HSN credit card, I received $5 credit to spend on a future purchase.

Everytime I return to QVC, and I NEVER use their prepaid label, it takes about 3 weeks. I have the USPS tracking number and it will be received at QVC for a week before the refund is issued.

And I also love how HSN will send out an exchange item right away, and with QVC they have to receive your item back first before they send an exchange.

Re: HSN CUSTOMER SERVICE

Karnerblue — Wed, 23 Mar 2016 03:54:09 GMT

@nunya I doubt she threw it out.

Re: HSN CUSTOMER SERVICE

Venezia — Wed, 23 Mar 2016 04:06:28 GMT

@elated wrote:
If you think the returns are slow, have you ever returned a product to QVC using their label? It takes forever for them to pick it up at the post office. It has been over a week and it still shows on the return still at the post office. Also, considering what they charge you using their label is ridiculous. Today I took a package to the post office and was charged $3.74 versus $6.95. Also my package will arrive in three days. So why are these return charges so high and they do not reimbuse shipping and handling, they are raking in the big bucks. They are taking advantage of the people that can not get out of the house and use their return shipping labels. So sad.

@elated - Did the $3.74 you paid include insurance? The $6.95 prepaid label does. I just sent something from the post office and paid the same as you - $3.74, but insurance would've added another $2.70 to the total which brings it closer to the $6.95 cost. (I've taken the risk and not insured the item, something I wouldn't do, if it was an expensive return.)

Just wondering, because you have to compare apples to apples to be fair.

I admit I'm reluctant now to order so much, unless I'm nearly 100% sure I'll keep an item. The cost of original and return shipping just doesn't make it worth it any more. Especially when we can generally find things elsewhere for less.

Re: HSN CUSTOMER SERVICE

Venezia — Wed, 23 Mar 2016 04:12:49 GMT

I also wanted to give the flip side to this issue: I just had to return something to HSN yesterday (new cell phones that didn't work in my area, despite being assured they would). They offered no prepaid return label. I was told by a customer rep to send it back using my own label and by the carrier of my choice. The cheapest option was UPS: $14.40!

So, nothing is black and white. I've had an issue with HSN in the past that stopped me shopping with them for years (especially after a certified letter to Mindy Grossman got no acknowledgement) and made me glad of the Q's generally excellent customer service.

It's nice we all have a choice.

Re: HSN CUSTOMER SERVICE

CalMom — Wed, 23 Mar 2016 04:17:06 GMT

@Venezia wrote:
@elated wrote:
If you think the returns are slow, have you ever returned a product to QVC using their label? It takes forever for them to pick it up at the post office. It has been over a week and it still shows on the return still at the post office. Also, considering what they charge you using their label is ridiculous. Today I took a package to the post office and was charged $3.74 versus $6.95. Also my package will arrive in three days. So why are these return charges so high and they do not reimbuse shipping and handling, they are raking in the big bucks. They are taking advantage of the people that can not get out of the house and use their return shipping labels. So sad.
@elated - Did the $3.74 you paid include insurance? The $6.95 prepaid label does. I just sent something from the post office and paid the same as you - $3.74, but insurance would've added another $2.70 to the total which brings it closer to the $6.95 cost. (I've taken the risk and not insured the item, something I wouldn't do, if it was an expensive return.)

Just wondering, because you have to compare apples to apples to be fair.

I admit I'm reluctant now to order so much, unless I'm nearly 100% sure I'll keep an item. The cost of original and return shipping just doesn't make it worth it any more. Especially when we can generally find things elsewhere for less.

When mailing something through the post office, you are automatically covered up to $100. Anything over costs more money.

Re: HSN CUSTOMER SERVICE

pommom — Wed, 23 Mar 2016 12:53:47 GMT

@elated

Amen & amen!

Re: HSN CUSTOMER SERVICE

Shelbelle — Wed, 23 Mar 2016 13:09:46 GMT

I have been an HSN customer for over 20 years, their CS is usually impeccable, very pleased. they are great about giving benefits of sale credits, even on the shipping rates.

Re: HSN CUSTOMER SERVICE

muttmom — Wed, 23 Mar 2016 13:29:27 GMT

@elated wrote:
If you think the returns are slow, have you ever returned a product to QVC using their label? It takes forever for them to pick it up at the post office. It has been over a week and it still shows on the return still at the post office. Also, considering what they charge you using their label is ridiculous. Today I took a package to the post office and was charged $3.74 versus $6.95. Also my package will arrive in three days. So why are these return charges so high and they do not reimbuse shipping and handling, they are raking in the big bucks. They are taking advantage of the people that can not get out of the house and use their return shipping labels. So sad.

How small was the package? Last week I sent 5 lightweight, toddler size 3 tee shirts to my daughter and it cost me $13.00. It did include insurance. When I mailed a large envelope with some paperwork in it, it was $4.

Re: HSN CUSTOMER SERVICE

motherinlaw — Wed, 23 Mar 2016 13:38:05 GMT

Hi elated: Yes, I have used the pre-paid label and the last time I did it took a month from start to finish to process and credit my item. And yes....the items still sit at the post office somewhere even when you use faster shipping of your own choice. I found that out last week. The Q warehouse only picks up packages once a week so if your faster package arrives a day late to their warehouse, it sits there for a week thus the reason why things are so backed up.

Ridiculous....IMHO.

Re: HSN CUSTOMER SERVICE

Lipstickdiva — Wed, 23 Mar 2016 14:19:47 GMT

@motherinlaw wrote:
HSN customer service has always treated me VERY well. They actually sound like they want to help you.

When I have an occasional jewelry issue, if the item is under $100 or if any item for that matter is under $100 and there is a problem which you need to have a replacement for, they will send it out immediately while you send your defect item back.

Same reason I tend to spend as little as possible here now. The shipping out is too slow and the return credits are way too slow.....3-4 weeks from start to finish.

Today I purchased a beautiful Belletoile bangle from a jeweler North of me. He didn't have all the answers for me but found out, called me back and not only did he secure a gift with purchase item but gave me a discount on my piece. Stellar!

People running great small business are out there....seek them out.

Wow. I have the exact opposite experience with them. I receive my items in about 5 days from the day I order and my returns are credited within the same week I put them in the mail. I always use USPS, never UPS, to return my items.

Re: HSN CUSTOMER SERVICE

Lipstickdiva — Wed, 23 Mar 2016 14:44:09 GMT

Regarding return costs, I have found that if you use Click N Ship from your computer, the only options available to return items is Priority Mail or higher. It might cost a few cents less than the return label but I've never paid less than $5.75.

The same is true if you walk into the Post Office and use the machine in the lobby. That is even a little more expensive because with Click N Ship you get a slight discount.

The other cheaper methods of returning can only be utilized if you go into the Post Office to make the return and that's not always an option for me. I work until 5 so they are closed when I get out of work and quite honestly, I'd rather spend the couple dollars more than spend my lunch hour or Saturday morning standing in line to make a return. I don't return that often that it's an issue.

Re: HSN CUSTOMER SERVICE

Venezia — Wed, 23 Mar 2016 17:09:24 GMT

@CalMom wrote:
@Venezia wrote:
@elated wrote:
If you think the returns are slow, have you ever returned a product to QVC using their label? It takes forever for them to pick it up at the post office. It has been over a week and it still shows on the return still at the post office. Also, considering what they charge you using their label is ridiculous. Today I took a package to the post office and was charged $3.74 versus $6.95. Also my package will arrive in three days. So why are these return charges so high and they do not reimbuse shipping and handling, they are raking in the big bucks. They are taking advantage of the people that can not get out of the house and use their return shipping labels. So sad.
@elated - Did the $3.74 you paid include insurance? The $6.95 prepaid label does. I just sent something from the post office and paid the same as you - $3.74, but insurance would've added another $2.70 to the total which brings it closer to the $6.95 cost. (I've taken the risk and not insured the item, something I wouldn't do, if it was an expensive return.)

Just wondering, because you have to compare apples to apples to be fair.

I admit I'm reluctant now to order so much, unless I'm nearly 100% sure I'll keep an item. The cost of original and return shipping just doesn't make it worth it any more. Especially when we can generally find things elsewhere for less.
When mailing something through the post office, you are automatically covered up to $100. Anything over costs more money.

@CalMom - That isn't true. Here's a link to the post office's own website detailing insurance.

https://www.usps.com/ship/insurance-extra-services.htm

Also FYI:

Priority Mail Express & Priority Mail

"With some exceptions, Priority Mail Express shipments include up to $100 of insurance and Priority Mail shipments $50. For more valuable shipments, additional coverage is usually available."

If you ship through the USPS, these are the only two included insurances for normal mail. If you ship first class mail, there is no insurance unless you purchase it. Having sent several things from the post office recently, there's no way a package shipped Priority (and definitely not Express) for $3.74. The package I mailed was super light at under 9 ounces and it cost $3.74 first class.

Are you confusing USPS with UPS? UPS does include insurance of $100 and you purchase more, if needed.

Re: HSN CUSTOMER SERVICE

hckynut — Wed, 23 Mar 2016 17:44:16 GMT

I agree

Re: HSN CUSTOMER SERVICE

chickenbutt — Wed, 23 Mar 2016 17:52:35 GMT

I'm glad that some are starting to have better customer service there. I haven't purchased anything from them for some time now but when I did, and when I did need to contact CS, it was never a good experience.

I would either get somebody who was just plain rude, right out the gate, or just the basic ignorance of what to do or complete apathy.

One experience that has always stuck out in my head was one December when I got somebody else's order. The box was addressed to me, but the merchandise and the invoice, which matched the invoice, was for somebody else in a whole other part of the country.

Ok, so things happen and I totally get that. But when I called CS at hsn they said to just return it and they would credit me. I know it's not my affair but I was concerned about the other party who didn't get their order and it was probably a holiday gift or something.

So I asked - what about that customer. Are you going to send their order out to them again? What's to lose, right? They've no doubt already been charged and I was charged for my order so all there is to clear up is to get them their order and credit me for not getting mine.

They said that nothing would happen about that customer unless they contacted hsn, themselves. Really? That was just unacceptable to me so I ended up putting a note in the box and shipping it on to that customer.

So very wrong. I didn't get my money back but I was so ticked off that they could not have cared less about the customer getting the order they already paid for.

Re: HSN CUSTOMER SERVICE

CalMom — Wed, 23 Mar 2016 17:57:20 GMT

When I have shipped a package to my son through the Post Office (not UPS), the first $100 is covered. If the declared value is over $100, I pay additional money.

I was not talking about regular mail which is what I think you posted. You cannot return QVC items in regular mail in an envelope.

I love how people agree with things when they have no idea what they are talking about.

So, once again, I will repeat, returning items to QVC does not include regular first class mail. It includes a package where you go to the Post Office with a box and it is weighed and you fill out a piece of paper with an consignee w/ address. The postal attendent asks you what is the amount you declare the package is worth. Anything over $100 will cost more money as only the first $100 is free.

Shipping Insurance, Certified Mail & Extra Services | USPS

https://www.usps.com/ship/insurance-extra-services.htmWith some exceptions, Priority Mail Express shipments include up to $100 of .... your customers pay for merchandise and shipping when they receive the package. ... COD, Insured Mail (over $500), Registered Mail, or Signature Confirmation.

"You can only learn something if you want to listen. If you are convinced you are right, then there is no point to continue."

Why would you post something that shows that the first $100 is covered and tell me there is no insurance?

Re: HSN CUSTOMER SERVICE

Lipstickdiva — Wed, 23 Mar 2016 19:49:35 GMT

@CalMom wrote:
When I have shipped a package to my son through the Post Office (not UPS), the first $100 is covered. If the declared value is over $100, I pay additional money.

I was not talking about regular mail which is what I think you posted. You cannot return QVC items in regular mail in an envelope.

I love how people agree with things when they have no idea what they are talking about.

So, once again, I will repeat, returning items to QVC does not include regular first class mail. It includes a package where you go to the Post Office with a box and it is weighed and you fill out a piece of paper with an consignee w/ address. The postal attendent asks you what is the amount you declare the package is worth. Anything over $100 will cost more money as only the first $100 is free.

Shipping Insurance, Certified Mail & Extra Services | USPS
https://www.usps.com/ship/insurance-extra-services.htmWith some exceptions, Priority Mail Express shipments include up to $100 of .... your customers pay for merchandise and shipping when they receive the package. ... COD, Insured Mail (over $500), Registered Mail, or Signature Confirmation.

"You can only learn something if you want to listen. If you are convinced you are right, then there is no point to continue."

Why would you post something that shows that the first $100 is covered and tell me there is no insurance?

@CalMom, The poster Elated said she shipped something back to QVC on her own for only $3.74 through the post office so Venezia was asking if it included insurance, otherwise she was comparing apples to oranges. Elated didn't use the QVC label.

In your response in Post 9 following their exchange, you indicate that everything mailed through the USPS has insurance when that really isn't the case. You are talking about priority mail and priority mail express when that's not what Elated is talking about. I think it's just a matter of confusion.