Craft Day Purchases still in Packaging?

Hi Everyone. 

We first want to thank you for shopping with HSN.  We know that you have been anxiously awaiting your orders that haven’t shipped in a manner that meets our high standards… and for that we are truly sorry. 

Providing an unparalleled shopping experience is a top priority for all of us at HSN.  We recently added new systems and equipment in one of our warehouses, which we believe will ultimately improve the overall speed of order delivery to you when fully implemented.  While we tested the upgrade thoroughly, when put into production we identified that certain orders were not shipped within our normal timeframes.  Please know we are working diligently to address this matter immediately and expect to have it resolved in the near future.

We will continue to closely monitor your orders and keep you updated with any changes.  Once your order has shipped, we will notify you via email so you may track your shipment.  If you would like to discuss your order or cancel for a full refund, please send a private message to us at the account or contact Customer Service at 1-800-933-2887.

We greatly appreciate your business and thank you for your patience.

Just received notice on Anna Griffin’s blog that they are gearing up for another show in November.  Guess who will not be watching or at least not ordering anything.  Checked today and items still in packaging. The last email I received said I would receive my items within 10 days.That was October 12. So if they are still in packaging I will bet I won’t be receiving them by the 22nd.  I noticed in the comments on Anna’s blog that no one mentioned the delay in getting items from HSN.  Only some comments on how they are so glad HSN is carrying her items. Do you think she knows about the shipping issues?

Iam so upset with HSN and the  craft   Day delays  on shipping!    I ordered  three items on Oct. 5th the we R memory  keepers  new  precision  stamper, the crafters companion  corner dies, and the Gemini  cutting machine.  I knew the Gemini was on delayed  shipping, so  I was ok with that. What’s not ok is the other two items I bought are still in packaging. NO  HSN its not OK.   So I figured if Iam not going to get my items  till God knows when , it may be next year sometime before I get my Gemini machine!   I cancelled  the Gemini, found one on EBay sealed  new  in package . One hour Later I received  a noticed  it had been SHIPPED!!! Now HSN that’s customer SERVICE!!  20 years of shopping with hsn. #finallylearnedmylesson

just spoke with a cs supervisor and he could not give me a definitive answer on when my cricut and 2 AG items from Oct. 5 craft day would ship.  I was furious that co. policy is to immediately charge cc instead of posting as a “pending” charge until item(s) are shipped (like Amazon, QVC other big online retailers).  He refunded my card for the charges and put a cancellation on shipment and cancelled future flexpay charges.  If the items ship (because he doesn’t know where the order is in the process, other than it says “packaging”) I can return with free S&H or accept the items and call them to charge my cc.  Now that’s how to take care of a longstanding customer!  I am very pleased with the outcome and the professional manner in which the supervior handled the situtation.  Will add, i really wanted a cricut, but not worth all this aggravation!

After replying a few minutes ago, I did some digging on the internet and found a press release from  June 2015 that HSN would be consolidating its Piney Flats and Roanoke, VA distribution centers.

This would be a 3 year process and add about 40  jobs at Piney Flats.   This transition would begin about  2016 and the 40 new should be in place by the end of 2016.  The article stated the release was made early (June 2015) so employees in Virginia would have time to make decisions.    

So this consolidation  has been in the works for more than a year with no information provided to us the customers.    I certainly won’t be doing any Christmas shopping at HSN!!!??????

Glad to know HSN CS is giving rolling dates.   I am beginning to wonder if everything will suddenly ship with the AG extended Nov. 4th items.   It would save them a ton on shipping.   As for the next AG HSN shows in November I won’t be ordering anything.    My daughters gave me a registration for Anna’s Create II in November.   I am going to talk to other crafters about this while I am there.

Did you find his email address?

I was told the same thing.they should of thought about a warehouse problem before they even did a craft day.they shouldn’t of even said on the order 3-7 buisness days.I think for the ones are still waiting they should take  a discount for us customers haveing to wait. karen

Boy, and I thought it was just my order. I was told the same thing about the warehouse. I hope it isn’t because of hurricane Matthew. All our stuff could be ruined. Another customer said she got an email about the delay. I didn’t even get an email. I keep calling periodically and get the same old answer. Let’s hope this will be resolved soon.

It is inevitable that HSN will, from time to time, have a delay in fulfilling an order and this is generally easy to overlook and forgive.

When HSN tells me ‘there was an event in the warehouse’ and provides no further explanation the imagination runs wild.  I picture warehouse workers sorting through the rubble of a caved in roof, finding the products that don’t appear to have water or crush damage and setting those aside for shipment.  Without the whole truth, I will wonder what extremes my new cricut has been exposed to; Will I get a ‘new’ cricut or one that has been exposed to water and dust and only HSN knows what else?  Without the whole truth, my cricut will be returned when and if it arrives.  Without the whole truth, every item I ordered to go with the cricut (e.g. computer, accessories) will also be returned.

What disturbs me the most is the dishonesty – not blatant lies, they don’t do that, but they skew the truth by omitting the details. Customers deserve the whole truth without anything left to the imagination. What else are they not being totally honest about?

It is also irritating that they hold my hundreds of dollars hostage while they ‘fix’ the problem.  The inability to cancel the order and reclaim the funds after weeks is unforgivable and in any other reality would be called theft.

I imagine that everyone here is mature enough to handle the truth and could easily forgive with all the details.  HSN gets it right most of the time, but when they do fail as they have in this case, they are risking a lot by not treating customers like adults.  They risk a lot by ‘stealing’ (holding the money hostage with no way to reclaim it until the package eventually arrives).

The only way they can make this right, for me anyway, is to issue a press release explaining the whole truth, issue a partial credit to customers (they don’t deserve a profit on these products because of how they’ve handled this) and finally own up to their mistakes by demonstrating they understand what they did wrong in this case, instead of a blanket ‘we’re sorry for the inconvenience’.

AG is on again the 21 & 22 of Nov. with Christmas items. After this, don’t think I will order.

Just called and was told that my items are still in “Packaging” and should be delivered in 7 to 10 days. Ummmm….. that’s what it said last week. Very frustrated that they cannot tell me when the items are shipping and I can’t even cancel it at this point. Always have ordered lots on craft days before and it seems like it has been getting slower and slower to ship every time. But this is just ridiculous. Just update the system with the actual ship dates!! 

I just spoke with Customer Service.  I was told that the items are “trickling” into the warehouse and items should be received by the 25th.  I was also told they would be sending the items using overnight delivery. 

The other thing I asked for was the email address of Rob Solomon, HSN’s Executive Vice President of Customer Care and Operations.  She could not give me his email address but told me I could send an email using the “Contact Us” email feature and they would ensure the email is forwarded in the right direction. 

I know the kind people in Customer Service cannot do anything about these situations.  However, senior leadership needs to be accountable for managing this situation.  I will be letting Mr. Solomon know my thoughts.  If you feel the same way, perhaps you might consider sending an email his way also?

Thank you everyone!  Have a happy day!

I ordered seven items (at Midnight) and have only received four; none of which were my most anticipated item (Cricut Air II). I did not get an email of it’s delay, but I received one for the We R Memory Staple set. I’ve already been charge for the delayed merchandise, and yet no product. It is very disappointing.

Well add me to the list.  My orders are all still packaging. This happened to me last month also with the aug 30th craft day.  Was sure it was a fluke but come on.  Again??  and now to everyone?  I too am pretty disappointed in HSN.  I have spent a lot of money with them over the years.  Worst part is most of us ordered things to make Christmas items so we need these things ASAP.  not to mention Ive already been charged for my purchases.  Noticed they have also taken customers posts off their HSN facebook page.