Extremely damaged Christmas Gift

I have never experienced this exact issue from HSN but I have received a damaged product from a different company who handled the claim in a timely manner. From my understanding, the seller is responsible for the item until it is in the buyer’s possession. The situation gets a little murky when you buy an item from one company such as HSN and the item is shipped directly from their vendor to you. Technically, the issue is between you and the vendor even though you paid HSN. 

I am assuming since it is a large item that it didn’t ship UPS or USPS. How was the item shipped? You can look up online the damage policies of the individual freight company. I just looked up a few different companies online and their policies all state between "shipper" and "consignee". So while the case may be that, legally, the issue is between you and the HSN vendor who shipped the product, ethically HSN should be involved since you actually paid them.

I have always believed that HSN has a lot more clout than us as individuals. If you can’t get the problem resolved directly with the HSN vendor then HSN should use their clout with that supplier to help resolve the problem. Several years ago, I had an issue where I returned an item to an HSN vendor because that’s where it was shipped from. I had the address, tracking number, and proof of delivery. I waited a month and still didn’t receive any credit for the return. I called customer service several times over the next month and was told they would investigate. After numerous calls, I was able to talk to a manager who stated that it was ridiculous the process was taking so long and she went ahead and refunded my credit card. I don’t think the frontline customer service representatives are trained or authorized to deal with complex issues so don’t hesitate to ask for a manager. I have been buying from HSN for over 20 years and even though I have been aggravated with them at times, with persistence they have always ended up taking care of the problem.

---

SL17 wrote:

My husband bought me a Pro Form Treadmill as a surprise Christmas gift. It arrived late and extremely damaged. HSN has sent us to the manufacturer. Has anyone else had such an experience?

---

We are always here to help with a damaged item, SL17, but could not locate your order under your account. We are sending a private message to you to be sure this order is being taken care of.  Please click the envelope icon located at the top right of the HSN Community to review the message. More information about Private Messaging is found in the Welcome – Getting Started thread for a quick reference.