Stalled order experience

Sarahbellum
11.28.16 3:54 AM

I must admit I haven’t shopped a great deal with HSN…but I have shopped online…a lot as my fedex and ups guy will attest to. I have never ordered an item and had it sit in packaging for 3 days.

But I think the worst was the customer service rep I was chatting with that disconnected me from the chat session for no reason other than I was asking why the status would not change for 3 days. I was not belligerent or ugly to the rep…but they disconnected me from chat while I was typing a question.

I know the rep could see I was typing as a status would show when they were typing, so I know they should see the same message when a customer is typing. That spoke volumes to me about what my business means to HSN.

i will be returning the item due to the fact that by the time it arrives I will no longer need or want the item. I have closed the HSN credit card I opened, which I’m sure HSN nor the chat rep really cares.

when I called to cancel the card I spoke with a very nice young man..who stated it was probably not shipped due to the fact they are busy because of the shopping season…I am sorry, but this time of year comes every year…it shouldn’t catch you off guard and you should have everything in place to serve your customers.

i guess I will have to pay to return the item??

sort replies - newest | oldest

- HSN_Sarah
- Moderator
- 11.28.16 4:29 AM
I am sorry for the disappointment with the order delivery timeframe. I looked into your order and I see it is still on time for delivery by the original estimated delivery date of 12/07/16. The reason you did not see movement for a few days is because it was ordered on Thanksgiving, and then the weekend followed right after. We process orders on business days only, which exclude holidays and weekends. If you do not receive it by that date, we will be happy to refund any shipping charges paid.

We do always expect friendly service from our reps, so I will be sure to review that chat and forward it to our leadership team for possible coaching opportunities. I’m sorry there isn’t more I can do for you.
- josephinea
- 07.11.16 2:44 PM
well said, southernlights!!! stay awesome, my friend. xoxo
- SUSIECAT
- 01.24.16 1:49 PM
Good Morning, PaperAddict,

I have noticed that scrapbooking has recently changed to cardmaking. Even Hot Off the Press offers more cardmaking items than scrapbooking kits. I think that with the demise of scrapbook great, Creative Memories, there has been no true leader in the industry. Therefore, the industry has declined.

It worries me as I still have scrapbooks to finish. So, I have been buying up supplies wherever I find them. I steadfastly refuse to buy cardmaking kits to modify them for scrapbooking. I won’t let the industry trend control me!:catwink:

Have a great day!

Susie
- PaperAddict
- 01.16.16 10:48 PM
Hi ArcadeLover
Lately I try to shop ahead of the show, especially Hot Off The Press. Seems like the items from there go fast. Hope the upcoming shows have lots of new items with new techniques
- PaperAddict
- 01.16.16 8:06 AM
Hi arcadelover
I guess what I mean is that there seems to be less companies on now. 3birds used to have a lot of products. Cricut was on all the time All the scrapbooking stores around me went out of business so I depend on HSN for a good and plentiful selection. Would live to see K&Company andDCWV on
- ArcadeLover
- 01.14.16 1:02 AM
Hi PaperAddict,

I too love Martha Stewart products – especially her punches! For paper crafting / card making there are a lot of products here. I’m not sure if you are looking for someting specific. But Anna Griffin, Crafters Companion, and Hot Of The Press come to mind as all having good products for card making.