Package Delivery Delays

:heart:Thank you@BillBrand Have a wonderful week.

Thank you for letting us know that HSN is working on this problem.

Bill, thank you for setting up a VIP email address for customers. And thank you for letting everyone know what is happening. 

I think everyone got so upset by not being told anything about what was really going on. I can tell you that for me when you feel as if you are being totally ignored that makes me very suspicious and angry.

So again Thank You. 

I knew HSN would do the right thing after 30 years as a customer . Thank you and take care .

We all make mistakes . Forgive yourself . Sometimes despite our best efforts we fail . We all have room for improvement . it’s call being human , even if you run a billion dollar company .

JMO :heart:

Thank’s a lot for taking the time to post a letter here at The Community with respect to all the shipping delays.  Much appreciated!:womanvery-happy:

I got an order that I placed on the 2nd finally yesterday and I ordered three different items on the 5th and only one is in shipping status the rest is in packaging HSN did give me $5.00 in spendable Kash I would rather have them take my order and use that $5.00 towards shipping costs to get it too me I ordered a few other things a few days ago to see how long it will take have never had to wait this long I have been patience but this is getting ridiculous

Mr Bill I would like you to know what happened to me. After waiting for your craft day and changing my schedule so I could hopefully puchase a CRICUT EXPLORE AIR 2 and was so happy that I was able to make that purchase so I waited and waited finally I called my credit card company to ask for my charges so I could pay it off for the month, and was surprised that there was no charge from HSN, so I called HSN and they said that had no record of my order? The clerk that was helping me had to leave the phone a few times because she was having trouble with the order I haven’t ordered anything from HSN for years so she thought that was why she couldn’t find a account so she would make a new account I said ok and we went on from there I put my order in said thank you and thought all was good thinking back  probably should have gotten a number or something. So the long and short of it is I’m not getting a cricut explore air 2 for 249.00 with a oneyear subscription to cricut design. So if I want it know because you are all sold out it’s going to cost me $299.00 for the cricut and $95.00 for thr subscription for cricut design plus shipping so that is going to cost a extra $150.00 + shipping so at that price that won’t be happening. After talking to three of your customer service people trying to figure out what happened and more than one call I ask if I could be put on a wait list and was told no until the last customer service representative and he said that IF HSN got them back in stock he would put a note on my account that HSN would honor that price however I would have to know when it was in ( so how was I going to do that I only found out about caft day by accident) and that is how I found out about this blog so what I am asking you is if someone cancels there order on a pink CRICUT EXPLORE AIR 2 can you call me please after reading some of the post that might be possible I’m so sorry to add another problem to what sounds like a headache. I thank you in advance if for nothing else just for reading this. L.P.  PS  SORRY ABOUNT NO PUNCTUATION I have a habit of writing and then going back and putting in the punctuation ( but I don’t know why it would not let me) but as it is very late this is as good as it gets at 3:31 am L.P.

Spend hundred of dollars  the 5th, as I do every craft day. Have nothing to show for it, but a credit card bill where things were charged on the 5th. Don’t know when or if I will get the items, but your company has my money. Not happy.

I  am a long time customer.   I am waiting for my Andrew Lessman orders .  I  think one will deliver today .   

 I do not like long waits for orders and  know this is not the norm for HSN . 

I am hoping when Piney Flats TN  fulfillment center  gets all the tweaks knocked out , we will get our orders shipped  even faster than before .  

I buy a lot at HSN  and will say  HSN – CS is second to none . PLEASE do not change  that .  

Much appreciate the message from someone who must take personal responsibility. I know things do not always go as one anticipates and things happen. It is how the issue is handled after those things happen that is the mark of excellence. What irritates me the most about the situation is that I got three different responses as to why my items were still in packaging. My job is customer service and training new employees on how to give white glove service to all our customers. Rule number 1 there is no shame in not knowing, however one of the worst things you can do is provide misinformation. Any trust built with the customer will be gone and one may never get it back. Instead of blaming no tracking information on the website as a glitch you are working on or the hurricane it would have been so much better to alert the customer service team that an issue has occurred, the exact nature is not known but we will continue to inform you as to our progress. Everyone effected by this issue will get free, expediated shipping. Now that would have gone a long way in regaining your customer’s trust. Just something to think about moving forward. Hope things get moving as they should soon.

I too am having problems getting my orders from October 4th & 5th.  I ordered 15 items and have yet to receive any – now 16 days later.  I have been told that I will have my orders at my door by the 25th but I don’t see how unless it is sent by Fed Ex or some other overnight method. I do believe that you should have put up a banner or notice on your site stating that deliveries from this site would be delayed.  What I want to know is will you give us something for our patience?  Either an overnight shipping at no extra cost to us or perhaps a $10 coupon good on our next craft purchase?

I appreciate the update. I have been in customer service and I know that there can be delays. However, I am a first time customer with HSN and this has caused a delay with my very first order. I was so exctied to receive my order. I will say this experience is making me think twice about making more purchases. I hope that the problem can be resolved quickly. I have emailed customer service and they can not give me an idea of when my order will be shipped. This does not leave a great first impression. 

You know this could have been avoided if they had simply posted a banner on their site saying something like ” We’re sorry but due to an unexpected complication  all orders from our Tennessee warehouse will be delayed up to 2 weeks.”  Then they could have not billed us until our orders really did ship, given us the option of cancelling, shipped from another warehouse, etc.  Now to make it up to us waiting they should ship our orders Fed-ex or some type of overnight delivery at their expense.  Then to keep us as customers they should offer us a code for a 10% discount on our next craft order or at least a $10 gift certificate towards the next purchase. I personally am waiting for 14 items that I ordered.- mostly Anna Griffin & Crafters Companion.  I love them & will wait but it puts a big cramp in timing my holiday shows.

Well I too have had issues with slow delivery. Called customer service, emailed many times with NO response. I am still waiting on orders now.  One that I paid $20 expeditated shipping for. Should have been here today, it’s still in California! I found this VIP email and tried to send but it is an invalid email! Now what Bill?

I appreciate the email and your statement here. I don’t mind waiting for my orders from Oct. 5, however I do not think my credit card should be charged until the items ship.