Package Delays: What’s HSN’s Method for Clearing Backlog?

HSN Management:

We have all seen various CS reps tell us they are “working on it”; we’ve seen some managers say “they will be working all weekend to clear it up”; and yet today, here we sit.     Still with many people’s orders from weeks ago, still in “packaging”.

What is even odder, is some folks with 7 or 9 items; are now seeing 1 or 2 items shipped.    Where’s the rest of their orders?   It does not seem to me like you have a very systematic or organized method for catching up.  I would think you would clear out and ship an entire order at once.

I’m taking liberty here to ask on behalf of all the frustrated customers, but I think we all want to know;  

What is your method for clearing these orders?

Are you going back to to when the delay started and working forward with each and every order in the order they were placed?   (That would make sense, but it doesn’t appear you are).

Are you finishing up each of those orders and shipping all items before startinng on the next?   (Doesn’t seem like it, considering what the good customers are saying)

Are you working backwards from the most recent orders so as not to tick off any recent customer purchases, while those of us who have been waiting weeks languish?   (This appears to be the case, since many folks are getting new items, while still not receiving their old orders).

Are your teams REALLY? working 24/7 and on weekends?    If so, why isn’t this backlog cleared?   You’ve had 3 weeknds since Oct 5th craft day, and yet we all still wait.

If you are in fact working through a thought out; organized method to catch up, you should be able to give us daily updates on these boards.    Seeing something like this would perhaps help calm us.     I personally am beginning to think my one item still in packaging will never ship, as it’s probably being overlooked, without knowing what your method is.

For instance, It would be nice to see “All Orders from Oct 3rd are now shipped”, we are now processing orders from Oct 4th;”, etc..

Please share your methods, in hopes it gives all of us more confidence.     Thank you.