poor customer service

Saturday, December 19-2015… I’ve called Customer Service at least 4-times in the past couple of weeks and, even with this busy Holiday season, have gotten nothing but great Service from them.

I had to Exchange some Blouses/Sweaters, (on different occasions), for a larger Size, get a Price Adjustment, and outright Return 3 Jackets. No problem whatsoever. Customer Service handled my needs quickly, easily and, (in their exasperating busyness this time of year), with cheer!

I’m not saying I’ve never had a bad experience with Customer Service over the years but, overall, HSN has provided me fabulous CS!

I have recently stopped buying so much from HSN due to poor customer service.  There must be something going on internally that is not good because it is showing out here.

I, too, have had multiple problems with customer service and long wait times after being transferred to someone that fixes problems.  One being with manager, Ryan.

Today, after wanting info regarding how to return DG2 jeans because of ever present problems with sizing…another long wait time with no answer.  I know it’s just not me.

Does anyone ever monitor for complaints?

I never used a bad word once. Someone was on me accused me of stuff and I guess reported me but never used a bad word. Could happen again. Anything is possible..but I do see a trend where at least one person has spent a huge amount of time antagonizing me to post something angry. Really long drawn out posts …to make a point I refuse to agree with. I won’t be bothered to debate my opinion because it makes me look combative or whatever the right word is. Sheesh …to take so much time and go on and on to try and convince me I am wrong? Just makes me chuckle. Didn’t know I was quite that important!

Ronnie…we are all addicted lets face it. Is there a special group for people like us?
I have not had any issues with customer service except that I say bleep things that are not nice I guess but my opinion. I must be careful. Ooh la la!!

Renell…..Wait til an HSN package return gets lost in their warehouse and they keep billing you.  Even giving them the tracking number didn’t help.  After numerous calls they finally found it.  Haleuah!  A miracle.  So is it their system or policy?  Some of the CS reps are very nice, but it seams like there’s no connection to the warehouse and they haven’t a clue about what’s going on……….Ronnie

I to have noticed a big difference in the CS.  I recently received a makeup kit which was just cheaply made I guess, broken etc, I emailed CS and the response was to just send it back, after paying both shipping fees I’d get a very very minimal credit, so It’s just another useless thing for the shelf!

Hsn has some pretty bad customer service reps.  I called yesterday to report a problem I’d had with a recent purchase.  The first person I encountered was a female who sounded very unsure of herself.  She kept pausing every other word and taking a long time to pull up information on the computer and there were long pauses between her sentences, as if she didn’t know what to do.  I then asked to speak to a supervisor.  A couple of minutes later, I was forwarded over to some male "supervisor."  He came on all chipper and perky, "Oh can I help you?  I’m so sorry that happened.  You shouldn’t have to put up with that."  I hadn’t even told him what the problem was.  I explained to him my situation, and he looked up my information.  He wasn’t able to figure out what had happened and did not offer any solution.  His tone of voice also shifted from perky to hostile.  I offered up a suggestion and he huffed out, "Well, that’s highly unlikely."  Then he acted as if I was wasting his time and hissed out, "Is there anything else I can do for you?"  I ended up hanging up with nothing resolved.

I wish I could remember his name; I would report him.

Wow, I’m surprised.  I’ve always had great people and great service from HSN.

Sorry to hear that you had such a bad experience

Because a Supervisor or Manager ‘makes it right’… Does not always mean that it IS right or that the customer is right. It does not necessarily mean that the CS worker was wrong. Usually, it means that supervisors and managers have more liberties and more flexibility that CS workers have.

I recently spoke to customer service and for the first time in 20 years or so I didn’t feel happy. But I wrote a letter and I was delighted. I don’t think we really should judge HSN by customer service experience because it is possible to resolve issues by a letter or in this forum. I wouldn’t stop being a customer because I really think that most people in this company value our business and our satisfaction. Besides I think I would be losing out myself on some great deals that are not ever found in malls or any other shopping networks. I would love to work in customer service as representative. Hmmm. Maybe they have an opening for me!! Since I know about most products and am am avid shopper perhaps it might be interesting to help. Besides I have lots of patience and understand how disappointed you can be when your order you expect isn’t quite right. But mostly I can say customer service is delightful!

Why is it assumed that C S was wrong during the phone calls? It could be the pther way around with a rude customer making demands. But I’m glad that ryan provided an answer and was so willing to help.:smileyhappy:

Renell54, I’m sorry to hear you had to call back three times to get some assistance. Since this item comes straight from the manufacturer, we have to go through them to request the pick up. For this inconvenience, I’ve moved your next payment to 3/9. This should provide enough time for the item to be returned and refunded before another payment comes out. 

You were cut off ??? Tell me what you think provoked a c/s rep to cut you off ?

This is a very bad reflection on HSN—-

BB

Once again HSN phone reps seem to have dropped the ball. HSN, how hard is it to fire the bad people and to find good employees?